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IBM SmartCloud Control Desk vs Infraon Desk comparison

IBM and EverestIMS are both solutions in the Help Desk Software category. IBM is ranked #27, while EverestIMS is ranked #41. IBM holds a 0.7% mindshare in HDS, compared to EverestIMS’s 0.3% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 100% of EverestIMS users who would recommend it.
IBM SmartCloud Control Desk
Read 9 IBM SmartCloud Control Desk reviews
  • 401 Views
  • 197 Comparison Views
88% willing to recommend
Infraon Desk
Read 2 Infraon Desk reviews
  • 127 Views
  • 65 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

IBM SmartCloud Control Desk and Infraon Desk compete in the IT service management domain. While IBM SmartCloud is known for its comprehensive functionality, Infraon Desk is favored for its cost-effectiveness and simplicity.

Features: IBM SmartCloud Control Desk offers asset management, service catalog, and change management, known for their integration capabilities. Infraon Desk focuses on incident management, workflow automation, and user-oriented configurations, appealing to businesses needing essential ITSM functionalities.

Ease of Deployment and Customer Service: IBM SmartCloud's deployment requires intricate configurations with methodical customer service. Infraon Desk ensures quicker deployment and provides responsive ongoing support, suiting organizations prioritizing swift implementation.

Pricing and ROI: IBM SmartCloud Control Desk has a higher initial setup cost due to its enterprise-level features, offering significant long-term ROI for complex requirements. Infraon Desk maintains accessible pricing with a lower upfront investment, providing favorable ROI for budget-conscious businesses.

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To learn more, read our detailed IBM SmartCloud Control Desk vs. Infraon Desk Report (Updated: April 2025).
Buyer's Guide
IBM SmartCloud Control Desk vs. Infraon Desk
April 2025
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Helped 846,617 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

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
Infraon Desk
Ranking in Help Desk Software
41st
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (40th)
 

Mindshare comparison

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

Featured Reviews

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.
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KB
Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result
There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.
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Quotes from Members

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

Pros

"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."
"SLA integrations, reports, and integration with other applications are the most valuable."
"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."
"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."
"The solution is very easy to work with."
"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."
"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."
"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."
More IBM SmartCloud Control Desk pros
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
 

Cons

"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."
"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."
"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."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The solution lacks a graphical user interface."
"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."
"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."
"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."
More IBM SmartCloud Control Desk cons
"Better connectivity and integration with more collaborative platforms would be helpful."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
 

Pricing and Cost Advice

"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."
"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 pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
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Company Size

By reviewers
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Midsize Enterprise
Small Business
No data available
 

Comparisons

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ServiceNow vs IBM SmartCloud Control Desk
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Product Reports

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

Also Known As

SmartCloud Control Desk
Everest Service Manager
 

Overview

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

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

EverestIMS
 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Buyer's Guide
IBM SmartCloud Control Desk vs. Infraon Desk
April 2025
Free Report: IBM SmartCloud Control Desk vs. Infraon Desk
Find out what your peers are saying about IBM SmartCloud Control Desk vs. Infraon Desk and other solutions. Updated: April 2025.
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