Integration overview

Products that integrate with Service Desk

You can optionally integrate one or more of the following products with Service Desk:

• Google Talk Beta
• HP-Peregrine version 9.2.0
• IBM® Lotus® Sametime® Connect version 7.5.1
• Jabber version 1.0
• Microsoft Office Communications Server 2007

The following products can also be optionally integrated with Service Desk by getting the integration software and documentation from the Integrated Service Management Library at http://www.ibm.com/software/brandcatalog/ismlibrary/ (click By Product and then IBM Control Desk).

• Genesys Computer Telephony Integration version 7.1 (A valid Genesys license is required.)
• Netcool® Impact - Permits Impact to create Incident tickets in Control Desk.
• Netcool Omnibus - Permits Omnibus to open Incident tickets within Control Desk. After Omnibus opens a Control Desk Incident, Omnibus can either update information in the Incident or close the Incident. Alternatively, Control Desk can report status updates to Omnibus including the notification that the Incident is closed.
• Rational® ClearQuest® - Permits Service Desk agents to be able to open defects in ClearQuest and to maintain a linkage between a Control Desk Problem and the defects in ClearQuest that are intended to solve the Problem.
• SAP Solution Manager - Transfers an Control Desk Incident to SAP Solution Manager and 2) transfers a “Support Message” from SAP Solution Manager to Control Desk.

Products that integrate with Service Catalog

Products that integrate with Self Service

You can optionally integrate the following products:

• Initiate the deployment of software offerings by integrating with IBM Endpoint Manager.

  For more information, see Creating automatically deployable software offerings in the Control Desk wiki.

• Manage your mobile devices by integrating IBM Endpoint Manager for Mobile Devices.

  This integration is available as a content package on the Integrated Service Management Library. Enabled with this content package are several offerings in two categories, Mobile Device Management and Mobile Application Catalog. The Mobile Device Management offerings provide the ability for Self Service Center users to initiate tasks such as locking a mobile device.Control Desk integrates withIBM Endpoint Manager for Mobile Devices to provide this mobile device management. The Mobile Application Catalog provides a Register a Mobile Device offering and an IBM Notes Traveler: Volume Purchase Program License Distribution offering. You can customize the IBM Notes Traveler offering to create your own mobile application offerings for which you want to distribute licenses obtained from the volume purchase program.

  For details and documentation on this content package, see Managing mobile devices in the Control Desk wiki.

Products that integrate with Change Management

You can optionally integrate products by using Open Services for Lifecycle Collaboration (OSLC).

More information

For more information about integrations with other products, see the Integrating section of the Control Desk wiki.