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Agiloft Service Desk Suite vs IBM SmartCloud Control Desk comparison

Agiloft and IBM are both solutions in the Help Desk Software category. Agiloft is ranked #42, while IBM is ranked #27. Agiloft holds a 0.3% mindshare in HDS, compared to IBM’s 0.7% mindshare. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 88% of IBM users who would recommend it.
Agiloft Service Desk Suite
Read 2 Agiloft Service Desk Suite reviews
  • 105 Views
  • 70 Comparison Views
100% willing to recommend
IBM SmartCloud Control Desk
Read 9 IBM SmartCloud Control Desk reviews
  • 401 Views
  • 197 Comparison Views
88% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Agiloft Service Desk Suite and IBM SmartCloud Control Desk compete in the IT service management market. Agiloft seems to have the upper hand in pricing and customer support, while IBM is preferred for its superior functionality.

Features: Agiloft Service Desk Suite offers customizable workflow automation, intuitive configuration capabilities, and seamless integration with third-party applications. IBM SmartCloud Control Desk is geared towards IT asset management, automated service management, and change management.

Ease of Deployment and Customer Service: Agiloft Service Desk Suite provides a straightforward deployment process with strong customer support. IBM SmartCloud Control Desk requires more resources and time for deployment but offers extensive support for implementation challenges.

Pricing and ROI: Agiloft Service Desk Suite is appreciated for its cost-effectiveness and quicker ROI with lower setup costs. IBM SmartCloud Control Desk has higher initial costs but offers significant long-term ROI through extensive features.

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To learn more, read our detailed Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk Report (Updated: April 2025).
Buyer's Guide
Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk
April 2025
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Helped 847,646 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
42nd
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
No ranking in other categories
IBM SmartCloud Control Desk
Ranking in Help Desk Software
27th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
9
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of IBM SmartCloud Control Desk is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

MG
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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Jose Pedro Muñoz - PeerSpot reviewer
Helps standardize our workflow, track client tickets, and it's very flexible
Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5. When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
"SLA integrations, reports, and integration with other applications are the most valuable."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"The solution is very easy to work with."
"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"The solution has been stable."
"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."
More IBM SmartCloud Control Desk pros
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"The reporting in relation to updating could be improved upon."
"The solution lacks a graphical user interface."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
More IBM SmartCloud Control Desk cons
 

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."
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847,646 professionals have used our research since 2012.
 

Company Size

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Comparisons

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ServiceNow vs IBM SmartCloud Control Desk
Compared 100% of the time
More IBM SmartCloud Control Desk Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
March 2025
Agiloft Service Desk Suite reportDownload Agiloft Service Desk Suite product report
Buyer's Guide
IBM SmartCloud Control Desk
April 2025
IBM SmartCloud Control Desk reportDownload IBM SmartCloud Control Desk product report
 

Also Known As

No data available
SmartCloud Control Desk
 

Overview

Top rated by analysts and users

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


“Agiloft is one of the most caring and responsive vendors that I have ever worked with”

— Dave Ross, Cal Poly


Get more information | Try it now | Request a demo


What Makes Us Different

  • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
  • Available both as a hosted cloud solution and as an in-house deployment.
  • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
  • One affordable price that includes all features and functionality. No hidden fees, no surprises.
Agiloft
IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
IBM
 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Buyer's Guide
Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk
April 2025
Free Report: Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk
Find out what your peers are saying about Agiloft Service Desk Suite vs. IBM SmartCloud Control Desk and other solutions. Updated: April 2025.
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