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5725-E24 IBM Control Desk V7.5

IBM Asia Pacific Sales Manual
Revised:  December 09, 2014.

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Program NumberVRM Announced Available Marketing Withdrawn Service Discontinued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-E2407.05.032014/12/092014/12/12 - -
5725-E2407.05.012013/02/122013/02/15 - -
5725-E2407.05.002012/03/132012/03/14 - -

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Program number
  • IBM Control Desk V7.5.3 (5725-E24)

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Abstract

IBM Control Desk V7.5.3, formerly known as IBM SmartCloud Control Desk, builds upon the strengths introduced in prior releases with the intention to continue to deliver critical functions and improved value. Through the delivery of these enhancements, organizations can recognize more unified IT service management. Because of the unification of end-to-end processes, organizations should see improved continuity of service, productivity of their Information Technology Infrastructure Library (ITIL) based agents, and improved efficiency of their overall service management operations.

Organizations will experience new integrations with IBM Endpoint Manager that unifies end-to-end ITIL-based processes of problem, change, and software self-service requests. This unification of processes within Control Desk with IBM Endpoint Manager can increase the effectiveness of agents, change administrators, and problem solution deployment. This automation can help organizations be more productive with these added capabilities:

  • Self-service users can order software and, through automation of process, can receive the software directly to their desktops.

  • Service desk agents or self-service users are able to distribute software patches to their desktops, when a known solution has an upgrade identified.

  • Change administrators are able to implement software changes directly through IBM Endpoint Manager without intervention.

The unification of these processes includes licensee management updates, thorough automated license reorder, automated collection of approvals, and processing to IBM Endpoint Manager.

Enhancements

  • During product upgrades organizations should see an improvement in the reduction of time it takes to upgrade Control Desk. This improvement can help spot configuration changes as well as customization changes that are possible inhibitors to a successful upgrade.

  • Users can get faster access to critical data through dashboards and enhanced user interfaces.

  • Users are aware of continuous upgrades for SaaS environments.

  • Users of the service catalog features within Control Desk can experience new capabilities, for example, the ability to do bulk approvals of entire shopping carts or to request a single approval for an item within the shopping carts.

  • The ability to select multiple packages from a catalog for install, therefore helping simplify the provisioning of a resource.

  • The decommissioning of hardware assets automatically triggers freeing up of licenses.

The information below shows the name changes. All current entitlements continue to exist.

Previous name                              New name
-----------------------------------------  -----------------------------
IBM SmartCloud Control Desk                IBM Control Desk
IBM SmartCloud Control Desk - Entry        IBM Control Desk - Entry
  Edition                                    Edition
IBM SmartCloud Control Desk - Entry        IBM Control Desk - Entry
  Edition VMImage                            Edition VMImage
IBM SmartCloud Control Desk - Everyplace   IBM Control Desk - Everyplace
IBM SmartCloud Control Desk - Internal     IBM Control Desk - Internal
  Service Provider Edition                   Service Provider Edition
IBM SmartCloud Control Desk - Service      IBM Control Desk - Service
   Provider Edition                           Provider Edition
IBM SmartCloud Control Desk - VMImage      IBM Control Desk - VMImage

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Highlights

IBM Control Desk V7.5.3, formerly known as IBM SmartCloud Control Desk, provides a complete answer for Information Technology Infrastructure Library-based service management solutions that include:

  • Self service for users.
  • Service catalog.
  • Problem, incident, and knowledge management.
  • Change and configuration management.
  • Configuration Management Database.
  • Software and hardware full life cycle asset management.
  • Full cross process and data integration.

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Description

IBM Control Desk V7.5.3, formerly known as IBM SmartCloud Control Desk, is continuing to focus on improving organization's ability to manage its IT business services that are important to success. Enhancements include:

  • An extensive integration with IBM Endpoint Manager for seamless integration for software and hardware asset management services.

    • First, this enables Control Desk to pull hardware and software configuration data directly into the Configuration Management Database, enhancing the existing full life cycle management capabilities by increasing the amount of and ease of acquisition of actual asset data. This allows you to visualize and manage this data. When compared to asset data from purchasing, you can help prevent costly license audit failures.

    • Second, through this integration, organizations that provide self- service catalogs within Control Desk, are able to have requests for software approved within Control Desk and then provisioned through IBM Endpoint Manager.

    • Third, when a help desk agent is working on an incident or a problem, the agent can provide patch updates directly to the end user platform to resolve the problem, helping reduce mean time to recovery.

    • And last, using the change and release Information Technology Infrastructure Library (ITIL) processes within Control Desk, an administrator can implement a software change through Endpoint Manager integration, helping reduce the overall time it takes to get required changes implemented.

Control Desk delivers new tooling for handling upgrade processes that takes into account configuration changes as well as changes that were made through customizations. These new tools minimize the down time required for major upgrades.

Through the focus on user productivity, the overall experience for service desk agents is improved. Many of the day-to-day tasks of the service desk agents are simplified by requiring less data entry and through availability of critical data for resolution of problems. Improved performance through reduced key strokes can be realized by using the new interfaces.

The simple plug and play can reduce the complexities of integrations when running in a hybrid cloud environment. With this capability, products that run within the IBM Cloud can be connected to other products that run within an on premise solution.

As service catalogs become the new interface to the IT organizations, it is important that users have the ability to request items and process those items quickly, especially simple requests. This release of Control Desk delivers the speed required for handling these service requests with the introduction of bulk approvals, ability to submit several requests, and have them approved quickly. This can improve user satisfaction. Additionally, allowing users to select multiple software packages from a catalog and having them approved and then provisioned through integration with Endpoint Manager can improve time to value.

Improvements in Software License management is important in avoiding license audit failures. It is important that the software asset repository is accurate and contains the most recent data. Control Desk's ability to return license assets to the configuration database when an IT asset is retired is vital. By doing so, the licenses are available for immediate reallocation, preventing the need to acquire new licenses.

Accessibility by people with disabilities

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

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


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Operating environment

Hardware requirements

Operating systems

  • AIX V7.1 System p 64 bit
  • AIX V6.1 System p 64 bit
  • AIX V7.1 POWER System - Big Endian
  • AIX V6.1 TL4 POWER System - Big Endian
  • AIX V6.1 POWER System - Big Endian 23
  • Solaris 10 SPARC
  • Solaris 9 SPARC
  • HP-UX 11i V2 Itanium 64 bit
  • HP-UX 11i V3 Itanium 64 bit
  • Microsoft Windows Server 2012 Datacenter Edition x86-64 (runs on support only, no install)
  • Microsoft Windows Server 2012 Essential Edition x86-64 (runs on support only, no install)
  • Microsoft Windows Server 2012 Standard Edition x86-64 (runs on support only, no install)
  • Microsoft Windows Server 2008 R2 Enterprise Edition x86 64 bit
  • Microsoft Windows Server 2008 R2 Datacenter Edition x86 64 bit
  • Microsoft Windows Server 2008 R2 Standard Edition x86 64 bit
  • Microsoft Windows Server 2008 Enterprise Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2008 Datacenter Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2008 Standard Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2003 R2 Enterprise Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2003 R2 Datacenter Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2003 R2 SP2 Standard Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2003 Enterprise Edition x86 32 bit and 64 bit
  • Microsoft Windows Server 2003 Datacenter Edition x86 32 bit and 64 bit
  • Microsoft 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)
    • Mirosoft Windows 7 Enterprise x86 64 bit
    • Microsoft 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 Lightweight Directory Services (LDS) Windows 2008 R2, or later
  • Microsoft Active Directory 2008 R2

Other supported software and components

  • IBM Support Assistant plug-in (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 Extended Support Release 10
  • Native browser on Apple iOS devices (Apple iPhone, Apple iPod touch, and Apple iPad for IBM Maximo Everyplace only
  • Native browser on devices running Android 2.1, or later, for Maximo Everyplace only
  • Native browser on Blackberry devices (6.0, or later) for Maximo Everyplace only

Note: (1) For 32-bit Linux systems, there is no support for production systems and Middleware Installer 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 are 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 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 2014.
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