5725-E24 IBM Control Desk V7.6

IBM Canada/Latin America Sales Manual
Revised:  December 04, 2018.

Table of contents
TOC Link Product life cycle dates TOC Link Operating environment
TOC Link Program number TOC Link Planning information
TOC Link Abstract TOC Link Publications
TOC Link Highlights TOC Link Security, auditability, and control
TOC Link Description  

 
Product life cycle dates
Program NumberVRM Announced Available Marketing Withdrawn Service Discontinued
5725-E2407.06.012018/12/042018/12/04 - -
5725-E2407.06.002015/07/212015/07/31 - -
5725-E2407.05.032014/12/092014/12/12 2017/12/122018/09/30
5725-E2407.05.012013/02/122013/02/15 2017/12/122018/09/30
5725-E2407.05.002012/03/132012/03/14 2017/12/122018/09/30

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Program number
  • IBM Control Desk V7.6.1 (5725-E24)

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Abstract

IBM Control Desk V7.6.1 builds upon previous releases, enabling organizations to improve IT service management and management of connected operations.

  • When used in combination with Maximo Asset Management, delivers improved operational management for enterprise assets with embedded and connected IT components, such as power generation and distribution equipment, utilities, manufacturing equipment, vehicles, trains, ships, airplanes, cell towers, transmission systems, facilities, hospitals, medical devices, IT assets and services.
  • Includes latest version of IBM Tivoli Process Automation Engine (version 7.6.1). This is the same version used in Maximo Asset Management V7.6.1, and benefits organizations that run these IT Service Management and Enterprise Asset Management solutions on the same, consistent platform.
  • Includes update of reporting and analytics capabilities with a limited use license of IBM Cognos Analytics V11 and also includes standard IT Service Management reports.
  • Updated look and feel. Version 7.6.1 includes updated Key Performance Indicator (KPI) colors and new icons. In addition to the new icons, error and confirmation messages, using only red or green indicators, are the only colors that appear on the screen. The new look makes confirmation messages clearer, the required fields are more prominently displayed, and inline errors are the only red item visible.
  • Installation is now supported for WebSphereB. Application Server Network Deployment version 9.0.0.7 and DB2 version 11.1
  • IBM Security Directory Integrator is now part of IBM Control Desk bundle.
  • Administrators can configure sound alerts in live chats to be enabled or disabled.
  • Users can download remote diagnostic tools in Service Portal Self Service Center to help resolve problems that might arise.
  • Native mobile applications for Apple and Android users are included with the base product, available for download from the respective app stores.

IBM Control Desk V7.6.0 builds upon previous releases and delivers a solution to help your efforts to improve continuity of service, speed of response, and efficiency of management.

Control Desk V7.6 enhancements:

  • Updates to the IBM Control Service Portal self service interface, which offers a streamlined experience for users to report issues, search for solutions to issues, and view information about tickets that they create and view, or order IT and other services through the service catalog.
  • Introduction of an IBM-hosted delivery option for Control Service Portal, enabling on-premises users to utilize the new interface in the cloud while keeping their data on-premises. With this model, organizations can receive faster functional updates through continuous delivery. This option is available for no additional cost for on- premises users of Control Desk who are current on Subscription and Support and have deployed Control Desk V7.5.3, or later.
  • Update of reporting and analytics capabilities to include a limited use license of IBM Cognos Business Intelligence V10.2 and also includes standard IT Service Management reports.
  • Update of the underlying process automation foundation of Control Desk, IBM Tivoli Process Automation Engine, to Version 7.6. This is the same version used in IBM Maximo Asset Management V7.6, and benefits organizations that run these IT Service Management and Enterprise Asset Management solutions on the same, consistent platform.
  • Updated browser and operating platform support.
  • IBM Control Desk Everyplace for mobile users is included in the base product with IBM Control Desk 7.6 and does not require a separate license for use. Clients with previous versions of IBM Control Desk must still have a license to use IBM Control Desk Everyplace.
  • Improved record locking and e-signature capabilities.

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Highlights

IBM Control Desk V7.6.1 updates:

  • Improved IBM Maximo Asset Management compatibility and function with the inclusion of IBM Tivoli Process Automation Engine V7.6.1
  • Delivers installation compatibility and support of connected operations with IBM Maximo Asset Management solutions based on Tivoli Process Automation Engine V7.6.1
  • Updated look and feel consistent with the latest Maximo Asset Management solutions
  • Improved IT Service Management reporting and analytics with standard integration and reports for IBM Cognos Analytics V11
  • Simplicity of use through the IBM Control Desk Service Portal interface and the IBM cloud hosted model for on-premises organizations to adopt this functionality. while keeping their data on premises.
  • Improved analytic reporting with a significant update to IBM Cognos reporting capabilities that is included.with this offering.
  • Improved compatibility and function with the introduction of IBM Tivoli Process Automation Engine V7.6, improving IBM Maximo compatibility, and expanding browser and operating environment support

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Description

IBM Control Desk V7.6.1 provides organizations with a full range of IT service management capabilities, including 12 processes certified as IT Infrastructure Library (ITIL) 2011 compliant by PinkVerify. IBM Control Desk can also be easily extended and integrated through the included tooling and integrated with other systems. These capabilities enable the solution to support complex IT service management scenarios or to support non-IT service management scenarios including self-service, human resources, management of connected operations, and facilities.

IBM Control Desk can be used in organizations of all sizes and is available as cloud services, traditional install, and through managed services delivery models. All delivery models are based on the same code base, facilitating migration from one to another, if needed.

Control Desk can support the following ITIL 2011 processes:

  • Knowledge Management
  • Service Asset and Configuration Management
  • Service Catalog Management
  • Change Management
  • Release and Deployment Management
  • Incident Management
  • Financial Management
  • Service Level Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Availability Management

Control Desk also includes the following functions:

  • A full integration framework that supports a wide range of integration and integration methods
  • A capable workflow engine and application design tooling to enable configuration and extension of the solution
  • Extensive reporting capabilities through the included IBM Cognos Business Intelligence and BIRT
  • Standard content including reports, templates, user roles, and security groups

IBM Control Desk on Cloud is hosted in global IBM SoftLayer data centers, including dedicated US Federal Government facilities.

Accessibility by people with disabilities

A US Section 508 Voluntary Product Accessibility Template (VPAT) containing details on accessibility compliance can be requested on

http://www.ibm.com/able/product_accessibility/index.html


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Operating environment

Hardware requirements

Application server

  • Processor: Intel Pentium Single-Server Topology 2 GHz (minimum); Intel Pentium Single-Server Topology 6 GHz (recommended)
  • Processor: Intel Pentium Multi-Server Topology 2 GHz (minimum); Intel Pentium Multi-Server Topology 6 GHz (recommended)
  • Hard disk space: 60 GB (minimum)
  • Main memory: 8 GB RAM (minimum)
  • Network: 10 Mbits/s network connection to administrator workstation (minimum)

Administrator workstation

  • Processor: Intel Pentium 2 GHz (minimum)
  • Main memory: 4 GB RAM (minimum)
  • Resolution: SVGA 1024 x 768 (minimum)
  • Hard disk space: Minimum 11 GB (minimum)
  • Network: 10 Mbits/s network connection to application server (minimum)

Client workstation

  • Processor: Intel Pentium 2 GHz (minimum)
  • Main memory: 2 GB RAM (minimum)
  • Resolution: SVGA 1024 x 768 (minimum)

Software requirements

Supported operating systems

  • AIX
    • AIX 7.1 IBM POWER System - Big Endian
  • Linux
    • Red Hat Enterprise Linux (RHEL) Server 7 IBM Z
    • RHEL Server 7 POWER System - Little Endian
    • RHEL Server 7 x86-64
    • Ubuntu 16.04 LTS x86-64
  • Microsoft Windows
    • Microsoft Windows Server 2012 R2 Datacenter Edition x86-64
    • Microsoft Windows Server 2012 R2 Standard Edition x86-64
    • Microsoft Windows Server 2016 Datacenter Edition x86-64
    • Microsoft Windows Server 2016 Standard Edition x86-64

Supported hypervisors

  • AIX
    • Application Workload Partition (WPAR) AIX 7.1, or later
    • IBM PowerVM Hypervisor (LPAR, DPAR, Micro-Partition) all versions
    • WPAR: Installed in System Workload Partition AIX 7.1, or later
    • WPAR: Installed in Global AIX Instance, executed in System Workload Partition AIX 7.1, or later
  • Linux
    • IBM PR/SM, all supported operating system versions
    • IBM PowerKVM, all supported operating system versions
    • IBM PowerVM Hypervisor (LPAR, DPAR, Micro-Partition), all supported operating system versions
    • Red Hat KVM as delivered with RHEL and its Red Hat Enterprise Virtualization (RHEV) equivalent 6.0, all supported operating system versions
    • Red Hat KVM as delivered with RHEL and its RHEV equivalent 6.5, all supported operating system versions
    • VMWare ESXi 6.0, all supported operating system versions
    • z/VM 6.1, all supported operating system versions
  • Windows
    • Microsoft Hyper-V Server 2012, all supported OS versions
    • Microsoft Hyper-V Server 2012 R2, all supported OS versions
    • VMware ESXi 5.5, all supported operating system versions
    • VMware ESXi 6.0, all supported operating system versions

Supported databases:

  • IBM
    • IBM DB2 Advanced Workgroup Server Edition 11.1.0, or later fix packs
    • IBM DB2 Enterprise Server Edition 10.5, or later fix packs
    • IBM DB2 Enterprise Server Edition 11.1.0, or later fix packs
    • IBM DB2 Workgroup Server Edition 10.5, or later fix packs
  • Microsoft
    • Microsoft SQL Server Enterprise Edition 2014, or later fix packs
    • Microsoft SQL Server Enterprise Edition 2016, or later fix packs
    • Microsoft SQL Server Standard Edition 2014, or later fix packs
    • Microsoft SQL Server Standard Edition 2016, or later fix packs
  • Oracle
    • Oracle Database 11g Enterprise Edition Release 2, or later fix packs
    • Oracle Database 11g Standard Edition Release 2, or later fix packs
    • Oracle Database 12 c Release 1 (12.1.0.1.0) Enterprise Edition
    • Oracle Database 12 c Release 1 (12.1.0.1.0) Standard Edition
    • Oracle Database 12c Release 1 (12.1.0.1.0) Standard Edition One, or later fix packs
    • Oracle Real Application Clusters (Oracle 11g Release 2), or later fix packs
    • Oracle Real Application Clusters (Oracle 12 c Release 1), or later fix packs

Supported application servers:

  • IBM WebSphere Application Server Network Deployment V9 (9.0.0.7, or later fix packs)
  • Oracle WebLogic Server 12cR2 (12.2.1, or later fixpacks)

Supported LDAP servers:

  • IBM Security Directory Server V6.4.0.0, or later fix packs
  • Microsoft Active Directory 2012 R2, or later fix packs
  • Microsoft Active Directory 2016, or later fix packs

Reporting and analysis:

  • IBM Cognos Analytics V11, or later fix packs
  • IBM Eclipse 463.1, or later fix packs

Supported Browsers:

  • Apple Safari 9, or later fix packs
  • Google Chrome 66, or later fix packs
  • Microsoft Edge latest release, or later fix packs
  • Microsoft Internet Explorer 11, or later fix packs
  • Mozilla Firefox ESR 60, or later fix packs

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Planning information

Customer responsibilities

The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.
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Publications

No publications are shipped with this product.

The IBM Publications Center portal is located on

http://www.ibm.com/shop/publications/order

The Publications Center is a worldwide central repository for IBM product publications and marketing material with a catalog of 70,000 items. Extensive search facilities are provided. Payment options for orders are via credit card (in the US) or customer number for 20 countries. A large number of publications are available online in various file formats, and they can all be downloaded by all countries, free of charge.
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Security, auditability, and control

Control Desk uses the security and auditability features of the operating system software.

Trademarks

(R), (TM), * Trademark or registered trademark of International Business Machines Corporation.

** Company, product, or service name may be a trademark or service mark of others.

Windows is a trademark of Microsoft Corporation.
 © IBM Corporation 2018.
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