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IBM SmartCloud Control Desk vs TeamSupport comparison

IBM and TeamSupport are both solutions in the Help Desk Software category. IBM is ranked #27, while TeamSupport is ranked #47. IBM holds a 0.7% mindshare in HDS, compared to TeamSupport’s 0.2% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 100% of TeamSupport 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
TeamSupport
Read 2 TeamSupport reviews
  • 83 Views
  • 47 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 TeamSupport compete in the service management and customer support domain. IBM SmartCloud Control Desk appears to provide a comprehensive solution with strong IT management features, whereas TeamSupport focuses on customer-centric tools, making it advantageous for teams improving customer experiences.

Features: IBM SmartCloud Control Desk provides extensive IT service management capabilities, including asset management, incident tracking, and change management, essential for IT-centered environments. TeamSupport offers robust collaboration tools, ticket management, and customer-focused analytics, enhancing customer-facing operations.

Ease of Deployment and Customer Service: IBM SmartCloud Control Desk involves a complex deployment due to its comprehensive features, requiring integration with existing IT systems. TeamSupport provides simpler deployment options, ideal for businesses needing quick scalability in customer support. TeamSupport's customer service is directed at improving customer interactions, while IBM SmartCloud Control Desk emphasizes IT service processes.

Pricing and ROI: IBM SmartCloud Control Desk generally incurs a higher setup cost, offering potential long-term ROI for businesses requiring extensive IT service management. TeamSupport has more budget-friendly pricing, providing quick ROI by enhancing customer service and support efficiency. The decision depends on whether IT management capability or strong customer service tools are prioritized.

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Buyer's Guide
IBM SmartCloud Control Desk vs. TeamSupport
April 2025
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Helped 847,625 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
TeamSupport
Ranking in Help Desk Software
47th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

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 TeamSupport is 0.2%, up from 0.1% 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.
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it_user1343835 - PeerSpot reviewer
Stable, easy to install, and cost effective, but it needs better integration and data management
It needs better integration with other tools like Jira. Better reporting and better data management are also needed. I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal. I would like more flexible reporting.
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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."
"The solution is very easy to work with."
"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."
"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."
"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."
"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."
More IBM SmartCloud Control Desk pros
"The two most valuable features are the portal and reporting."
 

Cons

"The solution lacks a graphical user interface."
"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."
"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."
"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 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 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."
"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."
More IBM SmartCloud Control Desk cons
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"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 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."
"The price is approximately $70 per agent, per month."
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

ServiceNow vs IBM SmartCloud Control Desk Logo
ServiceNow vs IBM SmartCloud Control Desk
Compared 100% of the time
More IBM SmartCloud Control Desk Competitors
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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
TeamSupport reportDownload TeamSupport product report
 

Also Known As

SmartCloud Control Desk
No data available
 

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

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. 

With an emphasis on streamlined collaboration among teams and built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.  

Founded in 2009, TeamSupport is headquartered in Dallas, Texas. Learn more at TeamSupport.com.

TeamSupport
 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Buyer's Guide
IBM SmartCloud Control Desk vs. TeamSupport
April 2025
Free Report: IBM SmartCloud Control Desk vs. TeamSupport
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