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5725-E24 IBM SmartCloud Control Desk V7.5

IBM Asia Pacific Sales Manual
Revised:  December 10, 2013.

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

 
Product life cycle dates
Program NumberVRM Announced Available Marketing Withdrawn Service Discontinued
5725-E2407.05.012013/02/122013/02/15 - -
5725-E2407.05.002012/03/132012/03/14 - -

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Program number
  • IBM SmartCloud Control Desk V7.5.1 (5725-E24)

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Abstract

IBM SmartCloud Control Desk V7.5.1 builds upon the previous release and delivers a solution to help your efforts to improve continuity of service, speed of response, and efficiency of management.

IBM SmartCloud Control Desk V7.5.1 updates:

  • Service notices ensure that users are notified of outages against configuration items (CI's) via their SmartCloud Control Desk message board.

  • On call features, which ensure quick processing of requests by routing the request to available people

  • Knowledgebase enhancements

  • Integrated live chat

  • Map integration

  • Auto fill and type ahead

  • Data cleansing and reconciliation functionality improvements between configuration items CIs and assets

  • Usability and navigation enhancements

  • Integration with IBM Tivoli Endpoint Manager

  • InDesign Markup Language (IDML) loader for access to asset data contained within other products

  • Associate prices and costs with service catalog offerings

IBM SmartCloud Control Desk V7.5.1 provides support and bundling of the latest version of IBM WebSphere Application Server V8.5.5 and IBM DB2 Enterprise Server Edition 10.5.
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Product positioning

IBM SmartCloud Control Desk V7.5.1 is designed to deliver the capabilities that can address the largest, most demanding customer needs to those customers who only need a simple solution for service desk and change management.
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Highlights

IBM SmartCloud Control Desk V7.5.1 focuses on:

  • Helping to make it easier and friendlier for end users to request services, and have them fulfilled through full Information Technology Infrastructure Library (ITIL) compliant process automation.

  • Helping to make it easier to build an Internal Electronic App Store via standard IBM SmartCloud Contol Desk and IBM Tivoli Endpoint Manager integration, and integration with cloud provisioning tools (VMware, IBM SmartCloud Provisioning, and so on).

  • Improving the productivity and responsiveness of the IT staff with improved usability and features.

  • Getting more social with live chat and improved social media integration.

  • Improving smarter infrastructure management inside and outside the data center, including map integration.

  • Improving mobile support, including map integration and directions.

  • Improving integration between development and operations (DevOps) through IBM SmartCloud Control Desk and IBM Rational development tools integration.

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Description

IBM SmartCloud Control Desk V7.5.1 enhancements:

  • Service notices - Provide the ability for you to display important information (Hot News) tied to a specific configuration item, location, or customer during ticket creation.

  • On call features - Provide the ability for the ticketing system to auto-escalate to new technicians based on an escalation matrix and technician availability.

  • Knowledgebase enhancements - Provide functional and usability enhancements, including user interface changes, improved search, new fields, and improved ability to rate, track validity, and search based on priority of solutions.

  • Integrated live chat - Provides ability for end users to initiate online chat with a service technician to speed up problem resolution.

  • Map integration - Embeds a map tool in the incident and asset applications that enables users to determine the location where an incident may be occurring.

  • Auto fill and type ahead - Enhance the ability of the system to auto fill text in specific areas (for example, Self Service Center).

  • Improved data cleansing and reconciliation functionality between configuration items (CIs) and assets - Provides the ability to cleanse newly created and existing assets and CIs and use the cleansed data to purge duplicates and improve reconciliation success.

  • Usability and navigation enhancements - Focus on further improvements to the Self Service Center, CI application, and search functionality to improve the overall usability, intuitiveness, and ease of use in these areas.

  • IBM Tivoli Endpoint Manager integration - Provides direct integration from SmartCloud Control Desk to Tivoli Endpoint Manager to allow you to leverage Tivoli Endpoint Manager functionality to request software for Service catalog offerings, perform improved license management, distribute software, and complete the audit trail for deployed software.

  • In Design Markup Language (IDML) loader - Provides a mechanism directly in the SmartCloud Control Desk to load IT resources and smarter infrastructure resources from IDML formatted books without a separate tool or intermediate process step.

  • Pricing for catalog offerings - Leverages price books to allow you to associate costs to catalog offerings for improved cost tracking.

  • Other key functions:
    • Supports Dojo 1.7, Firefox 4, or later,
    • IBM Cognos 10 Business Intelligence
    • Adds last memo into email communication when duplicating a record
    • Copies customer attributes
    • Email methods to control workflow
    • What-if impact analysis on the application, and much more)

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Operating environment

Hardware requirements

Operating systems:

  • AIX V7.1 System p 64 bit
  • AIX V6.1 System p 64 bit
  • Solaris 10 SPARC
  • Solaris 9 SPARC
  • HP-UX 11i V2 Itanium 64 bit
  • HP-UX 11i V3 Itanium 64 bit
  • Windows Server 2012 Datacenter Edition x86-64
  • Windows Server 2012 Essential Edition x86-64
  • Windows Server 2012 Standard Edition x86-64
  • Windows Server 2008 R2 Enterprise Edition x86 64 bit
  • Windows Server 2008 R2 Datacenter Edition x86 64 bit
  • Windows Server 2008 R2 Standard Edition x86 64 bit
  • Windows Server 2008 Enterprise Edition x86 32 bit and 64 bit
  • Windows Server 2008 Datacenter Edition x86 32 bit and 64 bit
  • Windows Server 2008 Standard Edition x86 32 bit and 64 bit
  • Windows Server 2003 R2 Enterprise Edition x86 32 bit and 64 bit
  • Windows Server 2003 R2 Datacenter Edition x86 32 bit and 64 bit
  • Windows Server 2003 R2 SP2 Standard Edition x86 32 bit and 64 bit
  • Windows Server 2003 Enterprise Edition x86 32 bit and 64 bit
  • Windows Server 2003 Datacenter Edition x86 32 bit and 64 bit
  • Windows Server 2003 SP2 Standard Edition x86 32 bit and 64 bit
  • Red Hat Enterprise Linux (RHEL) 6.0 Advanced Platform x86 32 bit and 64 bit (1)
  • Red Hat Enterprise Linux (RHEL) 6.0 Advanced Platform System z (1)
  • Red Hat Enterprise Linux (RHEL) 5.0 Advanced Platform x86 32 bit and 64 bit (1)
  • Red Hat Enterprise Linux (RHEL) 5.0 Advanced Platform System z (1)
  • SUSE Linux Enterprise Server (SLES) 11.0 System z (1)
  • SUSE Linux Enterprise Server (SLES) 11.0 x86 32 bit and 64 bit (1)
  • SUSE Linux Enterprise Server (SLES) 10.0 x86 32 bit and 64 bit (1)
  • SUSE Linux Enterprise Server (SLES) 10.0 System z (1)

Hypervisors:

  • WPAR: Product installed in Global AIX Instance, executed in Workload Partition AIX V6.1
  • IBM PowerVM
  • PR/SM
  • IBM z/VM
  • VMWare ESX 4.1
  • Kernel-based Virtual Machine (KVM)

Databases:

  • IBM DB2 10.1
  • IBM DB2 9.8 (IBM DB2 pureScale)
  • IBM DB2 9.7.0.1
  • IBM DB2 9.5 (runs on support only, no install)
  • Oracle 11g Enterprise Edition Release 2, or later
  • Oracle 11g Enterprise Edition Release 1, or later
  • Oracle 11g Standard Edition Release 2, or later
  • Oracle 11g Standard Edition Release 1, or later
  • Oracle 10g Enterprise Edition Release 2, or later
  • Oracle 10g Enterprise Edition Release 1, or later
  • Oracle 10g Standard Edition Release 2, or later
  • Oracle 10g Standard Edition Release 1, or later
  • Microsoft SQL Server Standard Edition 2008 R2, or later
  • Microsoft SQL Server Standard Edition 2008 SP1, or later
  • Microsoft SQL Server Standard Edition 2008, or later
  • Microsoft SQL Server Enterprise Edition 2008 R2, or later
  • Microsoft SQL Server Enterprise Edition 2008 SP1, or later
  • Microsoft SQL Server Enterprise Edition 2008, or later

Java Development Kit (JDK) and Java Runtime Environment (JRE):

  • Sun Java SE 6 (server)
  • IBM Java SE 6 (server)
  • Sun Java SE 7 (WebLogic server only)
  • IBM Java SE 7 (WebLogic server only)
  • Sun JRE 1.6 (browser)
  • Sun JRE 1.7 (browser)

Client operating systems:

  • In addition to the above operating systems:
    • Red Hat Enterprise Linux (RHEL) Desktop 6, or later x86 (32 bit and 64 bit)
    • SUSE Linux Enterprise Desktop (SLED) 11.0, or later x86, 64 bit
    • SUSE Linux Enterprise Desktop (SLED) 10.0, or later x86 (32 bit and 64 bit)
    • Windows 7 Enterprise x86 64 bit
    • Windows 7 Professional x86 32 bit and 64 bit

Report writers:

  • IBM Tivoli Common Reporting V2.1.1
  • IBM Cognos Business Intelligence V8.4.1
  • IBM Cognos Business Intelligence V10.1.1

LDAP servers:

  • IBM Tivoli Directory Server V6.3
  • IBM Tivoli Directory Server V6.2 (runs on support only, no install)
  • Microsoft Active Directory LDS (Lightweight Directory Services) Windows 2008 R2, or later
  • Microsoft Active Directory 2008 R2

Other supported software and components:

  • IBM Support Assistant plugin (ISA V2)
  • IBM Tivoli Composite Application Manager V6.2.4
  • IBM Tivoli Monitoring V6.2.2
  • IBM POWER7 Exploit support

Browser support:

  • Internet Explorer 8.0.x
  • Internet Explorer 9.0.x
  • Firefox 3.6.x
  • Firefox ESR 10
  • Native browser on iOS devices (iPhone, iPod touch, and iPad for Everyplace only
  • Native browser on devices running Android 2.1, or later, for Everyplace only
  • Native browser on Blackberry devices (6.0, or later) for Everyplace only

Note: (1) For 32-bit Linux systems, there is no support for production systems and Middleware Installer (MWI) is not supported.

Software requirements

None.
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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 will be shipped with this product.

The IBM Publications Center portal is located at

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 U.S.) 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

IBM SmartCloud Control Desk V7.5.1 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 2013.
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