Full HW/SW Asset Management Lifecycle

IBM Control Desk & BigFix

2014 IBM Corporation

 IBM IT Service Management delivers Visibility, Control, and
Automation across all environments
As the face of IT to end users, the focal point for managing problems and requests, and a major workflow and
integration hub for the enterprise, IBM Control Desk has a central role in IBM Service Management

Visibility
Insight into services, devices, infrastructure,
and applications for end users, staff, and
managers
Automation Visibility
Control
Control, governance, and compliance of
applications, endpoints and assets.
Protection of critical data and prevention of
outages
Control
Automation
Automation and orchestration of IT and
business processes across domains, teams,
and tools

2 2016 IBM Corporation

Delivering ITIL aligned IT Service Management in one solution

IBM Control Desk

Single Single Single Single
Solution License Model Install Maintenance Stream

Self Service Service Delivery Governance IT Assets

Service Catalog Request Change Software/License

App Store Incident Configuration Hardware
Request Tracking Problem CMDB Contract
Knowledge Service Level Release Procurement
Live Chat Workflow Deploy Financial
Bulletin Board Remote Control

S h a r e d S e r v i c e s
Content Reporting Approvals & Mobile Device Workflow & ITIL
Web-Architected Watson
Management Analytics Notifications Access Integrations Processes

3 2016 IBM Corporation

 IBM Control Desk has Extensive Integrations
A robust set of integrated enterprise and point products that extend the IBM Control Desk
operations to create an eco-system of IT solutions
Instant Messaging
DevOps & Runtime Lotus Sametime, Google Chat,
Discovery
Rational Team Concert, Rational Jabber, Twitter, Microsoft Office IBM Endpoint Manager / IEM - Software Use Analysis
ClearQuest, Email Ticketing (Lotus, Gmail, Communicator Tivoli Application Dependency Discovery Manager
Outlook), + more IBM Tivoli Asset Discovery for z/OS
Tivoli Network Manager
IDML From many products

Security Management
Tivoli Identity Manager Service Desks
HP Service Manager, BMC Remedy

Cloud Provisioning Monitor & Event Mgmt

Control Desk
IBM SmartCloud Orchestrator OMNIbus Netcool
Application Performance Management
Tivoli Network Manager

Software Distribution
IBM Endpoint Manager Third Party
Centennial (*ITIC)
Microsoft SCCM & SMS (*ITIC)

License Management & Procurement

IBM Passport Advantage / ShopZ Computer Telephony Systems
Genesys, Cisco, JTAPI

4 Interface Support:OSLC, Email, LDAP, JSON, MIF (IBM), ITIC (IBM), JDBC, OpenID, SOAP, IdML, REST, SSO, Data
2016Import & Export
IBM Corporation
 IBM Control Desk

Brings together 10 ITIL processes into one solution

Manage a customized, searchable Inventory, financial, and contractual
list of all Services (internal or functions to support life cycle
external) available to Customers. It Service
Catalog Mgmt Service Asset management and strategic decision
includes information about and making for the IT environment.
deliverables, prices, contact points, Configuration Management and traceability of
ordering and request Processes Management every aspect of a configuration from
beginning to end
Handle requests from a
User for information, or Request IBM Control Desk
advice, or for a Standard Fulfillment
Change or for Access to Creation, routing and
an IT Service Procurement management of requests,
Management purchase orders,
Single Product Asset/CI Lifecycle Merge contracts and terms and
Restore normal service
Single Install Holistic Service Management conditions
operation as quickly as Incident Single Maintenance Stream Quicker Time to Value
possible and minimize the Management Simplified License Model Multiple Delivery Models
adverse effects on business
Asset/CI Linkages Simplified Pricing Model
operations
Asset/CI Conversions Lower Cost of Ownership
Resolve the root causes Problem License Auditable, reportable lifecycle of
of incidents to minimize Management Management various license types and terms
impact on enterprise and
prevent recurrence
Change
Ensure that standardized Management Gather, analyze, store and share
methods and procedures Knowledge knowledge and information within
are used for efficient Release Management the organization
handling of all changes Management

Verifies the availability of licensed, tested,

and version-certified software and hardware,
which functions as intended when introduced
into existing infrastructure

5 2016 IBM Corporation

 Multiple Delivery Models aligned with your Service Delivery
requirements

IBM Control Desk

Software-as-a-Service Traditional License

Traditional License
(SaaS) Cloud ready
On-premise install
Control Desk - SaaS VM image Install

IBM
Cloud

SaaS
Private cloud

Software-as-a-Service In-House
IBM owns and runs entire product infrastructure Allows total control over product environment
Subscribers access application via the internet User can choose, OS, middleware, database
Provides most flexible, customized option
Strategic Outsourcing Virtual machine image / Private Cloud
IBM owns and runs SaaS application VM can be installed in 30 minutes
IBM also provides staff and skill augmentation Tested for production and perfect for dev/test
environments
Broadest set of delivery models in the industry

6 2016 IBM Corporation

 Maximizing value of your Software Investments
Reconciling Authorized Assets (Control Desk) vs. Deployed Assets (BigFix)

IBM Control Desk

Entitlements Discovery
Endpoint Manager

Authorized Deployed
Assets Assets

Reporting & Analysis

Business Value
Always compliant and audit ready with accurate visibility into your Software and Hardware Asset Environment
Single Pane of Glass into your IT Assets
Applies ITSM/ITIL best practices to your discovered endpoints
Maximize financial value by having an accurate view into you assets

9 2016 IBM Corporation

 SAM and HAM Concept Authorized and Actual Assets

10 2016 IBM Corporation

Controlled Self-Service Software Deployment
License controlled, automated software deployment from Enterprise App Store

IBM Control Desk BigFix/MaaS 360

1 2 3
4

6
Asset & CMDB

Software Deployment Workflow 5

1. End User Requests Software from Enterprise App Store
2. Workflow Initiated. Automatic or manual approvals based on policy.
3. Checks for available License Capacity.
4. Workflow calls BigFix to deploy Software
5. Software deployed to target
6. Communicates to Control Desk to decrement the license and sends notification to
user that Software is provisioned

11 2016 IBM Corporation

Controlled Self-Service Patch Deployment
Combining ITIL aligned IT Governance best practices with Patch Management

IBM Control Desk BigFix

1 2 3 4 5

7
Asset & CMDB

Patch Deployment Workflow 6

1. IT User Requests Patch Deployment from Control Desk IT Service Catalog
2. Request & Change Records are created
3. Automatic or manual approvals based on Change policy or type
4. Automated Change task is scheduled to deploy patches. Taking into account Change
Calendars, Blackout Periods, Conflict Detection and Impact Analysis
5. Workflow calls BigFix to deploy Patches
6. Patches deployed to targets by BigFix
7. IEM Communicates to Control Desk that patch is complete and updates the Change
record
12 2016 IBM Corporation
 Control Desk BigFix Inventory Integration

Package Installation Request

Request Status

BigFix

13 2016 IBM Corporation