Try our new research platform with insights from 80,000+ expert users

IBM SmartCloud Control Desk vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Valuable Features

No sentiment score available
Sentiment score
8.2
JIRA Service Management enhances task management with customization, automation, collaboration, and comprehensive reporting for small to mid-size organizations.
 

Room For Improvement

No sentiment score available
Sentiment score
4.4
JIRA Service Management needs improvements in integration, customization, user experience, and affordability to better serve large organizations.
 

Stability Issues

No sentiment score available
Sentiment score
8.3
JIRA Service Management is stable and reliable, with minimal issues, consistently rated high for efficient project handling.
 

Scalability Issues

No sentiment score available
Sentiment score
7.9
JIRA Service Management is flexible and scalable, meeting diverse needs, though large deployments may require better infrastructure or licenses.
 

Customer Service

No sentiment score available
Sentiment score
6.8
JIRA Service Management receives mixed reviews for customer support, praised for responsiveness but hampered by time zone delays.
 

Setup Cost

No sentiment score available
Sentiment score
5.8
JIRA Service Management offers competitive pricing starting at $10-$25 per user, with volume discounts but potential cost increases.
 

Categories and Ranking

IBM SmartCloud Control Desk
Ranking in Help Desk Software
27th
Average Rating
7.6
Number of Reviews
9
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
79
Ranking in other categories
IT Service Management (ITSM) (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of IBM SmartCloud Control Desk is 0.7%, down from 0.8% compared to the previous year. The mindshare of JIRA Service Management is 11.1%, down from 12.1% 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.
Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
17%
Healthcare Company
11%
Manufacturing Company
10%
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
 

Also Known As

SmartCloud Control Desk
JIRA Service Desk
 

Learn More

 

Overview

 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about IBM SmartCloud Control Desk vs. JIRA Service Management and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.