List of IBM Control Desk Customers
IBM
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Armonk, 10504, NY,
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Professional Services
293000
$67.5B
Since 2010, our global team of researchers has been studying IBM Control Desk customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased IBM Control Desk for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using IBM Control Desk for IT Service Management include: Ministry of Defence UK, a United Kingdom based Government organisation with 192409 employees and revenues of $75.26 billion, Punjab National Bank, a India based Banking and Financial Services organisation with 103144 employees and revenues of $5.18 billion, Royal Schiphol Group Netherlands, a Netherlands based Transportation organisation with 2000 employees and revenues of $2.45 billion, AmBank, a Malaysia based Banking and Financial Services organisation with 8200 employees and revenues of $1.05 billion, Fubon Bank Hong Kong, a Hong Kong based Banking and Financial Services organisation with 5000 employees and revenues of $500.0 million and many others.
Contact us if you need a completed and verified list of companies using IBM Control Desk, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AmBank | Banking and Financial Services | 8200 | $1.1B | Malaysia | IBM | IBM Control Desk | IT Service Management | 2015 | n/a |
In 2015, AmBank implemented IBM Control Desk, an IT Service Management application. The initiative was coordinated through AmBank IS Shared Services and reported to the IS Head of Shared Services, aligning program governance with Human Resource, Compliance and IT Risk Operation teams.
IBM Control Desk was configured to deliver core IT Service Management capabilities including incident and request management, change management, service catalog, and asset and configuration management, using ITIL aligned workflows. The full application name IBM Control Desk supported ticket orchestration, automated escalation and service request fulfillment for internal resolver groups.
Implementation activities included system design, user presentations and training, project management for business justification and budget approval to the Board and Group CEO, and role based access and process handoffs between IT operations, HR, compliance and risk functions. Operational ownership was established within Shared Services and the IS organisation to manage day to day IT operation and user account management.
Technical deployment was completed inside AmBank IT infrastructure with configurations for workflow automation, alerting and resolver escalation and service catalog provisioning. IBM Control Desk provided a centralized IT Service Management platform for AmBank, integrating service management terminology and standardized workflows across IT, HR, compliance and risk operations.
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Fubon Bank Hong Kong | Banking and Financial Services | 5000 | $500M | Hong Kong | IBM | IBM Control Desk | IT Service Management | 2014 | n/a |
In 2014, Fubon Bank Hong Kong implemented IBM Control Desk to centralize IT Service Management for change and vendor workflows. The deployment targeted the bank's Hong Kong Island IT operations and supported cross department change governance and project control activities.
IBM Control Desk was configured around core change management capabilities, including weekly KPI tracking for Change Request cycles, change documentation workflows such as implementation plans, checklists, implementation request sign off, UAT capture, and migration release notes. Functional scope also included collection and verification of SDLC artifacts such as detailed business requirement reports and testing plans, and handling of security documentation like security exemptions and firewall ruleset modification forms.
Operational integrations were enacted with the Application Team and Data Center to coordinate implementation arrangements and execution windows, and workflows connected with other internal departments for document submission and status updates. Vendor management processes were embedded into the IBM Control Desk implementation to capture vendor registration documents, financial reports, business registration verification, company search and legal case search steps, and conflict of interest checks.
Governance was formalized through standard procedures and methods for change implementation, convening cyclical change review meetings with multiple departments, and requiring sign off on project required documents. The program included assistance and user guidance for the IBM ITSM system to ensure adherence to change control, plus collection of PM kit documents from ongoing bank projects to support project control.
The implementation supported advisory activity on risk mitigating and control improvement remediation, with Change Officers consulting IT Operations management to drive remediation efforts and reduce identified control weaknesses to a level commensurate with IT Operation risk appetite. IBM Control Desk served as the IT Service Management platform for these governance, vendor, and project control processes.
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Ministry of Defence UK | Government | 192409 | $75.3B | United Kingdom | IBM | IBM Control Desk | IT Service Management | 2015 | n/a |
In 2015, the Ministry of Defence UK implemented IBM Control Desk to consolidate IT Service Management workflows. The deployment emphasized service request management and ticketing process control, with a specific operational footprint tied to the London support organization and the wider IT operations group. IBM Control Desk was used as the central ITSM platform to manage day to day service delivery tasks and catalogue driven request fulfillment.
Configuration and modules focused on service request management, ticket lifecycle handling, catalogue maintenance, escalation workflows, and operational reporting. The team configured IBM Control Desk for routine ticketing procedures and catalogue updates, and instrumented weekly statistical reports for executive management to inform decision making. Automation of routine request fulfillment and escalation rules was aligned with standard ITSM incident and request workflows.
The implementation integrated directly with Active Directory and group policy for user and access provisioning, and worked alongside software distribution tools including System Center Configuration Manager and Microsoft App V. Operational coverage included end user computing and unified communications, reflecting hands on management and troubleshooting of Cisco video conferencing, virtual desktops, and the Avaya phone system, with Microsoft Exchange 2007 administration supporting messaging operations. Collaboration with internal and external stakeholders reinforced service handoffs between the service desk, end user computing, and communications teams.
Governance and process controls were formalized through ticketing procedures and an escalation model maintained in IBM Smart Cloud Control Desk, with coaching and supervision of the support team to drive consistency. Explicit outcomes recorded during the engagement included a diminution in ticket volumes through clearer interpretation of software requirements, and the facilitation of project transitions into live service while maintaining operational continuity. The implementation positioned IBM Control Desk as the authoritative IT Service Management toolset for service request orchestration and operational reporting at the Ministry of Defence UK.
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Punjab National Bank | Banking and Financial Services | 103144 | $5.2B | India | IBM | IBM Control Desk | IT Service Management | 2019 | n/a |
In 2019 Punjab National Bank implemented IBM Control Desk as its IT Service Management solution for the PNB MetLife insurance project. The deployment supported network and desktop incident and request handling across 110 locations, covering approximately 8000 end users and provisioning VPN and shared folder access for staff.
IBM Control Desk was configured to support core IT Service Management workflows including incident management, request fulfillment, and asset lifecycle management. The implementation aligned with IMAC D process requirements to track the full cycle of physical assets, and configurations were designed to capture provisioning and tagging steps required for asset handover and employee assignment.
Operational practice maintained an asset information base in ITAMP, the Information Technology Asset Management portal, for in scope assets that are leased, rented, or owned. Asset movement was tracked through request tickets logged to the ITSM tool Codesk, while end user onboarding included installation of various PNB applications and arranging DNA engineer visits for next level support.
Governance emphasized formal processing of IT Asset Acceptance Forms, IT Asset Transfer Forms, and BYOD Declaration cum Undertaking Forms, and execution of Physical Asset Verification across about 118 locations including PMLI and non PMLI sites. Workflows mandated timely updates to the asset database and tagging of assets in ITAMP to the respective employee once handover and configuration were completed.
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Royal Schiphol Group Netherlands | Transportation | 2000 | $2.4B | Netherlands | IBM | IBM Control Desk | IT Service Management | 2018 | n/a |
In 2018 Royal Schiphol Group Netherlands implemented IBM Control Desk to improve the efficiency with which its specialized subcontractors address asset maintenance. The IBM Control Desk application is categorized as IT Service Management and was added to augment the airport group’s core IBM Maximo solution.
IBM Control Desk was configured to receive and automatically prioritize service incidents, establishing an incident management intake and automated prioritization workflow consistent with IT Service Management practices. Configuration work focused on priority-based routing, service request intake, and assignment rules to channel work to subcontractors and internal maintenance planners.
The deployment integrated IBM Control Desk with IBM Maximo for asset and work order synchronization and was paired with Maximo Anywhere to provide mobile field updates from subcontractors. Operational coverage centered on maintenance operations, asset management, and field maintenance teams responsible for airport site assets in the Netherlands.
Governance and process changes centralized incident intake in IBM Control Desk, standardized prioritization and dispatch rules, and introduced automation to reduce manual triage and improve subcontractor orchestration. The implementation emphasized tighter operational control over asset maintenance workflows while preserving IBM Maximo as the authoritative asset and work order repository.
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Buyer Intent: Companies Evaluating IBM Control Desk
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating IBM Control Desk. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating IBM Control Desk for IT Service Management include:
- Estuate, a United States based Professional Services organization with 500 Employees
- Pragma Edge, a United States based Professional Services company with 20 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD IBM Control Desk Coverage
IBM Control Desk is a IT Service Management solution from IBM.
Companies worldwide use IBM Control Desk, from small firms to large enterprises across 21+ industries.
Organizations such as Ministry of Defence UK, Punjab National Bank, Royal Schiphol Group Netherlands, AmBank and Fubon Bank Hong Kong are recorded users of
IBM Control Desk for IT Service Management.
Companies using IBM Control Desk are most concentrated in Government, Banking and Financial Services and Transportation, with adoption spanning over 21 industries.
Companies using IBM Control Desk are most concentrated in United Kingdom, India and Netherlands, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of IBM Control Desk across Americas, EMEA, and APAC.
Companies using IBM Control Desk range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 60%, and global enterprises with 10,000+ employees - 40%.
Customers of IBM Control Desk include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified IBM Control Desk customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of IT Service Management.