Accessibility Conformance Roadmap

Greetings,

We reached out to your support desk recently because we are planning on switching to the Targetprocess Service Desk for our support and idea ticketing system. One of our clients raised concerns on accessibility and after reviewing the, we had some questions and your support desk referred us to you.

Here are our questions:
Greetings,

We recently contacted your support team as we are planning to transition to the Targetprocess Service Desk for our support and idea ticketing system. During this process, one of our clients raised concerns regarding accessibility. After reviewing the IBM Targetprocess Accessibility Conformance Report (ACR), we identified a few areas where we would appreciate further clarification, and your support team kindly referred us to you.

We would like to better understand IBM’s accessibility strategy and roadmap for bringing Targetprocess into broader WCAG 2.1 AA conformance—particularly as it relates to the Service Desk functionality we are evaluating.

While we understand from the ACR that accessibility improvements are ongoing, our team needs more clarity regarding remediation planning and timing in order to properly assess platform fit for our client.

1. Accessibility Strategy / Roadmap

• What is IBM’s current strategy and timeline for achieving broader/full WCAG 2.1 AA compliance across Targetprocess?
• Are there published or internal roadmap targets for addressing existing accessibility gaps?

2. Service Desk-Specific Level A Remediation

Our accessibility review identified several Level A non-compliance areas within the Service Desk experience that would need remediation for our intended client use case.

Can you confirm whether these issues are currently planned for remediation, and if so, provide expected prioritization/timeline?

Affected WCAG criteria include:

• 1.1.1 Non-text Content
• 1.3.1 Info and Relationships
• 1.4.1 Use of Color
• 2.1.1 Keyboard
• 2.1.2 No Keyboard Trap
• 2.4.3 Focus Order
• 2.4.4 Link Purpose (In Context)
• 2.5.1 Pointer Gestures
• 2.5.3 Label in Name
• 3.3.1 Error Identification
• 3.3.2 Labels or Instructions
• 4.1.2 Name, Role, Value

3. Affected Service Desk Areas Reviewed

For reference, the accessibility concerns above were identified within the following Service Desk areas/endpoints:

• Help Desk Landing Page – https://nwn.tpondemand.com/helpdesk/
• New Request Submission – https://nwn.tpondemand.com/helpdesk/request/new
• Request Listing / Queue – https://nwn.tpondemand.com/helpdesk/request
• Request Edit Screen – https://nwn.tpondemand.com/helpdesk/request/264549/edit
• Request Detail View – https://nwn.tpondemand.com/helpdesk/request/264549

Given the importance of accessibility compliance for this client, understanding whether these issues are actively being remediated—and the anticipated timeframe for remediation—is critical to our evaluation.

We appreciate any roadmap, estimates, or additional context you can share.