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IBM SmartCloud Control Desk vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
SCSM
Ranking in Help Desk Software
12th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
IT Service Management (ITSM) (11th)
 

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 SCSM is 1.6%, down from 1.7% 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.
PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…

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."
"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 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 has been stable."
"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 solution is very easy to work with."
"SLA integrations, reports, and integration with other applications are the most valuable."
"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."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"It is quite scalable."
"SCCM provides remote tool functionality, which is not in Intune."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The call logging is the solution's most valuable feature. It's very easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."
 

Cons

"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."
"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."
"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 solution lacks a graphical user interface."
"The reporting in relation to updating could be improved upon."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The price of this solution is high and it needs to be cheaper."
"They might be looking for additional functionalities that SCSM could integrate."
"Mobile application integration would be an improvement."
"Once we had an issue with a desktop download that would not open."
"I have found SCSM not adequate enough to carry out some functions."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
 

Pricing and Cost Advice

"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."
"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."
"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 platform is competitively priced."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"It is a lower price vs. other things on the market."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"It is an expensive solution."
"The pricing is reasonable."
"The price should be lower."
"The license for SCSM is cheap."
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Top Industries

By visitors reading reviews
No data available
Government
25%
Manufacturing Company
11%
Financial Services Firm
11%
Computer Software Company
11%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
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What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
 

Also Known As

SmartCloud Control Desk
System Center Service Manager
 

Overview

 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Fibabanka, UMC Health System
Find out what your peers are saying about IBM SmartCloud Control Desk vs. SCSM and other solutions. Updated: March 2025.
842,767 professionals have used our research since 2012.