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IBM SmartCloud Control Desk vs SymphonyAI IT Service Management comparison

IBM and SymphonyAI are both solutions in the Help Desk Software category. IBM is ranked #27, while SymphonyAI is ranked #23 with an average rating of 7.0. IBM holds a 0.7% mindshare in HDS, compared to SymphonyAI’s 1.4% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.
IBM SmartCloud Control Desk
Read 9 IBM SmartCloud Control Desk reviews
  • 499 Views
  • 262 Comparison Views
88% willing to recommend
SymphonyAI IT Service Manag...
Read 5 SymphonyAI IT Service Management reviews
  • 473 Views
  • 369 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between IBM SmartCloud Control Desk and SymphonyAI IT Service Management based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management Report (Updated: October 2024).
Buyer's Guide
IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
October 2024
Download the complete report
Helped 816,406 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:
 

Room For Improvement

No sentiment score available
Sentiment score
4.3
Users find SymphonyAI IT Service Management lacking in features and support, preferring more affordable alternatives like ManageEngine.
 

Valuable Features

No sentiment score available
Sentiment score
8.3
SymphonyAI IT Service Management enhances ITSM with remote access, automation, SLA tracking, and comprehensive asset management tools.
 

Stability Issues

No sentiment score available
Sentiment score
7.9
SymphonyAI IT Service Management is highly reliable and stable, consistently supporting over 10,000 users with no reported outages.
 

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
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
23rd
Average Rating
7.8
Reviews Sentiment
7.1
Number of Reviews
5
Ranking in other categories
IT Asset Management (17th), IT Service Management (ITSM) (25th)
 

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 SymphonyAI IT Service Management is 1.4%, up from 0.8% 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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Abhishek Bhosle - PeerSpot reviewer
Good ticketing tool but limitations with integration
We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
17%
Healthcare Company
11%
Manufacturing Company
10%
Financial Services Firm
17%
Computer Software Company
16%
Manufacturing Company
13%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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What do you like most about SummitAI IT Management Suite?
It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.
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What is your experience regarding pricing and costs for SummitAI IT Management Suite?
The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...
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What needs improvement with SummitAI IT Management Suite?
Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...
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Comparisons

ServiceNow vs IBM SmartCloud Control Desk Logo
ServiceNow vs IBM SmartCloud Control Desk
Compared 100% of the time
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ServiceNow vs SymphonyAI IT Service Management Logo
ServiceNow vs SymphonyAI IT Service Management
Compared 68% of the time
ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management Logo
ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management
Compared 22% of the time
JIRA Service Management vs SymphonyAI IT Service Management Logo
JIRA Service Management vs SymphonyAI IT Service Management
Compared 11% of the time
More SymphonyAI IT Service Management Competitors
 

Product Reports

Buyer's Guide
IBM SmartCloud Control Desk
November 2024
IBM SmartCloud Control Desk reportDownload IBM SmartCloud Control Desk product report
Buyer's Guide
IT Service Management (ITSM)
October 2024
SymphonyAI IT Service Management reportDownload SymphonyAI IT Service Management product report
 

Also Known As

SmartCloud Control Desk
Summus IT Management Suite
 

Learn More

IBM
SymphonyAI
 

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.

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Buyer's Guide
IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
October 2024
Free Report: IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
Find out what your peers are saying about IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management and other solutions. Updated: October 2024.
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816,406 professionals have used our research since 2012.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.