Recently, I've noticed there has been a lag in news about IBM Control Desk. Overall, I have concerns about the lack of visibility regarding the ITSM market and innovation being pushed forward from IBM.

Taking that into account, I would like to know what you think plans are for the tool and where the future of ITSM strategy is heading?

Hi Harold.

For you and others interested in aspects of IBM's ITSM portfolio, the following two May events, will address your questions. Hopefully you can attend one of the events.

- 'Whats New in Netcool' webcast, see https://www.imwuc.org/p/ca/vi/sid=1148

- 'UK Tivoli User Group' 1day meeting in London, see https://www.imwuc.org/p/co/ly/gid=1112

Regards,

Mary

Hi Harold,

Firstly, let me apologise, you are correct we have been remiss in providing information about IBM Control Desk. The major factor in this is that we have entered into a long term partnership with Aricent (https://www.aricent.com/) who are now responsible for the development of IBM Control Desk. IBM retains responsibility for the product  including the go to market activities. The migration between IBM and Aricent took a little time but the partnership with Aricent will enable IBM Control Desk to receive the focus it requires and this is beginning to bear fruit.

ITSM is core to IBM's strategy moving forward. Even in the new agile, DevOps driven world ITSM is critical to effectively managing IT and ensuring the delivery of effective services to your business and/or your customers. One of our Distinguished Engineers, Ingo Averdunk, has written an interesting paper on IBMs approach to ITSM in an Agile/DevOps driven world: https://www.ibm.com/cloud/garage/architectures/serviceManagementArchitecture/

We are now just over a year into the partnership which has resulted in the release of Fix Pack 3 for IBM Control Desk 7.6 in September 2017 - please see https://www.ibm.com/support/knowledgecenter/en/SSZRHJ/com.ibm.sccd.doc/whats_new/c_ctr_whats_new_7603_top.html for further information on the content.

In a few weeks, Fix Pack 4 will be released which will contain further enhancements to the Service Portal, removal and replacement of the JAVA applets in the "classic UI", the initial release of a native mobile application (iOS and Android) to cover management and approval use cases, natural language interaction using a cognitive virtual assistant along with the ability to build such a virtual assistant on IBM Watson Technology. Along with other technical enhancements to the underlying TPAE platform.

Going forward we have built a roadmap which sees the following major themes:

• Virtual Agent Evolution
• Cognitive IT Service Management
• Mobile Application Evolution
• IT/OT Management

I gave a session at Think 2018 (Session 8310: What's New in IBM Control Desk which provides further information and is attached to this post.

I am happy to discuss further.

Regards,

Paul.

Hi all,

Is there any update on this?

Since ICD 7.6.1 nothing new happened besides the "IOT skin" which is basically the same like before but with different colors. Also it waste a lot of space due everythings covers the screen much more than before. And it looks more confusing because it uses less colors. Best example for ICD's outdated UI is the upload file menu: The user have to click least 6 times to upload 1 (ONE) single file! This breathtaking for service agents in 2020 if you create a new ticket.

I guess ICD is dead since IBM moved support/development to Altran/Aricent group.

So long,
Frank

------------------------------
Frank R
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Original Message:
Sent: Wed May 02, 2018 01:51 AM
From: Paul Watkins
Subject: What is the Future ITSM?

Hi Harold,

Firstly, let me apologise, you are correct we have been remiss in providing information about IBM Control Desk. The major factor in this is that we have entered into a long term partnership with Aricent (https://www.aricent.com/) who are now responsible for the development of IBM Control Desk. IBM retains responsibility for the product  including the go to market activities. The migration between IBM and Aricent took a little time but the partnership with Aricent will enable IBM Control Desk to receive the focus it requires and this is beginning to bear fruit.

ITSM is core to IBM's strategy moving forward. Even in the new agile, DevOps driven world ITSM is critical to effectively managing IT and ensuring the delivery of effective services to your business and/or your customers. One of our Distinguished Engineers, Ingo Averdunk, has written an interesting paper on IBMs approach to ITSM in an Agile/DevOps driven world: https://www.ibm.com/cloud/garage/architectures/serviceManagementArchitecture/

We are now just over a year into the partnership which has resulted in the release of Fix Pack 3 for IBM Control Desk 7.6 in September 2017 - please see https://www.ibm.com/support/knowledgecenter/en/SSZRHJ/com.ibm.sccd.doc/whats_new/c_ctr_whats_new_7603_top.html for further information on the content.

In a few weeks, Fix Pack 4 will be released which will contain further enhancements to the Service Portal, removal and replacement of the JAVA applets in the "classic UI", the initial release of a native mobile application (iOS and Android) to cover management and approval use cases, natural language interaction using a cognitive virtual assistant along with the ability to build such a virtual assistant on IBM Watson Technology. Along with other technical enhancements to the underlying TPAE platform.

Going forward we have built a roadmap which sees the following major themes:

• Virtual Agent Evolution
• Cognitive IT Service Management
• Mobile Application Evolution
• IT/OT Management

I gave a session at Think 2018 (Session 8310: What's New in IBM Control Desk which provides further information and is attached to this post.

I am happy to discuss further.

Regards,

Paul.