Enhancing Accuracy, Reporting, and Auditability through Service Management Process Implementation

Replacing manual, email, and spreadsheet-based service management processes with a consistent, service-desk-based implementation has made service management more controllable, reportable, and user-friendly.

Enhancing Accuracy, Reporting, and Auditability through Service Management Process Implementation


Service Desk Implementation




IBM ,  Maximo ,  DB2 ,  Java

Project Details

Business Challenge

The organisation faced challenges with multiple business processes being executed inefficiently via emails or spreadsheets, requiring considerable support staff time. The solution needed to be consistently available and performant for numerous concurrent users.


Perception IT deployed a service desk solution using IBM Control Desk. The solution, built on WebSphere and DB2 Purescale, offers ultimate scalability and performance. Incident raising from fault alarms was automated, reducing manual overhead and accelerating repair times. Automated inventory collection procedures were implemented, ensuring the availability of underlying data such as configuration items. The service desk data was integrated with automated event management and notification services.
Perception IT continues to partner with the client, providing managed services to maintain system availability and performance, and implementing new requirements as needed.


The service desk implementation now offers a consistent platform for all business processes within the operational support environment, complete with complex validations and numerous automation features to boost efficiency.

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Perception IT UK

+44 7456 457005

+44 208 6388982


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    Fleet, Hampshire, GU52 8BF

VAT ID GB373976838

Perception IT Pakistan

+92 301 8436565

+92 42 35710686


Office # 01, 1st Floor, Liberty Gate Plaza,
    Tariq Road, Block C2, Plot 10-C/II, Gulberg III, Lahore, Pakistan