• To check the IBM products compatibility with other products like OS, Middleware etc. use this url -->  https://www.ibm.com/software/reports/compatibility/clarity/osForProduct.htmlhttps://www.ibm.com/software/reports/compatibility/clarity/osForProduct.html 

• To check the Part numbers required for download for ICD 7.6.1 . Downloading IBM Control Desk Version 7.6.1 --> https://www-01.ibm.com/support/docview.wss?uid=ibm10739255

• Here is the link of some document for configuring HADR in DB2.  --> https://www-01.ibm.com/support/docview.wss?uid=swg21410648 

• 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

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

• 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

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

• 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.

                  Hundreds of OOTB Reports

1. What is IBM Control Desk? Benefits of ICD.
2. Architecture and TPAE Services of ICD.
3. Planning and Installation including Clustering and HADR.
4. Basic Configuration for multi-Organization and multi site setup.
5. A process flow for different modules in ICD like Service desk, Service Catalogs, IT Asset Management, Work Order uses and Job plans, Automation, MIF etc.
6. BIRT reporting with IBM control Desk.
7. Integration with Some other products.