Maximo Review

Important url's for Maximo and ICD

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IBM ITSM - ICD, Flexibility to grow as needs change and evolve

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The best part of ICD (IBM Control Desk) is different modules, which is tightly integrated to each other though you can use any process to start with and later you can explore the other modules as per your requirements.

What I would suggest here is to start with Service request or Service catalog. And then later add the other processes like Incident, Problem, change and Asset managements etc as per your business needs and requirements. Below is the screenshots which shows all the processes that can be handled using IBM Control desk - IBM ITSM.

*IBM Control Desk is used by thousands of clients with millions of end users to manage critical IT Service Management Processes.

*IBM processes certified as ITIL compliant by Pink Elephant, and IBM identified as a Champion in IT Asset Management Landscape.

Self Service Center for end users

Provides an easy way for end users to contact support, search solutions, request services, view status, and manage their own assets.
increases agent productivity and end user satisfaction

Key features

Hierarchical navigation
Live Chat support
News Pod
Request Status Pod
My Assets Pod

Service Catalog and Service Request Management

Requesting standard services from configurable catalogues and offerings
Self Service capabilities for both IT and none IT functions
Search for knowledge/solutions/FAQs
Status updates of requests
View assets used, and owned
Interacts with other IBM ICD ITIL processes
Interaction with Incident and/or Change Management
SLA interaction

Self Service Center: Internal Enterprise App Store

Available through self-service center
Integrated self service lifecycle for applications
License management
Automated deployment to endpoints
Cost accounting & chargeback

Self Service Center: Live Chat for End Users

Available out-of-the-box and linked from the self-service center
Allows end users to chat with a service desk agent directly instead of opening a ticket or calling the Helpdesk.
Reduce call volume and increase user satisfaction
Capabilities

Allows a user to open a chat session directly with an agent
Allows an agent to accept a chat from a chat queue and respond
Chat transcripts are stored in the ticket
Supports clustering for scalability
Administrative capabilities
Manage live chat queues
Indicate agent availability to accept chat sessions

Users Report Issues through New Service Portal

A simple button can be easily embedded allowing users to report issues with internal applications.

That's a very Simple UI, where Logged in user's information will be auto captured like his Name, Email-id, Phone number etc. If these information is available in ICD's User's application (In case of no LDAP) but if the system is integrated with LDAP then these information will be picked up from there.