We mostly use IBM SmartCloud Control Desk as a ticketing system for service requests. For example, in IT services companies, employees open service requests for products being used within their companies whenever they have issues or problems.
We use IBM Control Desk to manage the requests that come in both externally from customers and internally within the company. The types of requests that we get through it primarily include requests to solve an issue or to perform some change. Anything that needs to be reported along these lines gets reported through Control Desk and, according to our access logs, we typically have about 100 different users who log in to the tool each day. In the beginning, we only used IBM Control Desk for service requests, but over time, and as we evolved as a business, we began to use it for more types of requests, such as those involving change management and incident management.
We use it for our telco-base. We are getting events from their VTS, like different telecommunication sites, and then processing it through another IBM tool called the Impact. This converts them into incident responses or service requests, or tickets. It's then escalated to the respective clients. Once the issue is resolved, and the ticket is closed, it's informed to the client and the user.
Software Specialist at GBM (an IBM alliance Company)
Real User
2021-01-14T06:38:31Z
Jan 14, 2021
In my organization, we use the solution internally for internal customers so that we can control incidents, server requests, and handle some application integrations, etc. While some clients use the product for other purposes, as well, essentially it is used to manage the client's organizations and the customers.
Software Specialist at GBM (an IBM alliance Company)
Real User
2021-01-14T00:49:48Z
Jan 14, 2021
In my organization, we use it for internal customers for incident control, server requests, and application integration. Our clients use it for different purposes, but essentially, it is used to manage a client's organization and customers. Some of the clients have cloud deployments, and some of the clients have on-premises deployments.
Our primary use is for our customers to submit a service request if there is something wrong with the services that we are providing to them. They report an issue or a change request so we know that they want something more out of our services. We then check what they need and offer solutions. If they accept, we then proceed and upgrade the service. But mainly it is used for requests. If something isn't working as it should then our teams resolve the issue. The second use is the IT asset management, as we are using all sorts of programs, such as Microsoft Dynamics. We import the IT assets into our Control Desk and the IT guys manage them there. They move to different locations or to different users and all the changes go through the integration and back to Microsoft Dynamics.
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
We mostly use IBM SmartCloud Control Desk as a ticketing system for service requests. For example, in IT services companies, employees open service requests for products being used within their companies whenever they have issues or problems.
We use IBM Control Desk to manage the requests that come in both externally from customers and internally within the company. The types of requests that we get through it primarily include requests to solve an issue or to perform some change. Anything that needs to be reported along these lines gets reported through Control Desk and, according to our access logs, we typically have about 100 different users who log in to the tool each day. In the beginning, we only used IBM Control Desk for service requests, but over time, and as we evolved as a business, we began to use it for more types of requests, such as those involving change management and incident management.
We use it for our telco-base. We are getting events from their VTS, like different telecommunication sites, and then processing it through another IBM tool called the Impact. This converts them into incident responses or service requests, or tickets. It's then escalated to the respective clients. Once the issue is resolved, and the ticket is closed, it's informed to the client and the user.
We primarily use the solution for ITSMs - for our ticketing, change management, and problem management.
In my organization, we use the solution internally for internal customers so that we can control incidents, server requests, and handle some application integrations, etc. While some clients use the product for other purposes, as well, essentially it is used to manage the client's organizations and the customers.
In my organization, we use it for internal customers for incident control, server requests, and application integration. Our clients use it for different purposes, but essentially, it is used to manage a client's organization and customers. Some of the clients have cloud deployments, and some of the clients have on-premises deployments.
Our primary use is for our customers to submit a service request if there is something wrong with the services that we are providing to them. They report an issue or a change request so we know that they want something more out of our services. We then check what they need and offer solutions. If they accept, we then proceed and upgrade the service. But mainly it is used for requests. If something isn't working as it should then our teams resolve the issue. The second use is the IT asset management, as we are using all sorts of programs, such as Microsoft Dynamics. We import the IT assets into our Control Desk and the IT guys manage them there. They move to different locations or to different users and all the changes go through the integration and back to Microsoft Dynamics.
We use the on-prem deployment model. Our primary use case of this solution is for support, for tickets, and system of monitoring.