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IBM SmartCloud Control Desk pros and cons

Vendor: IBM
3.8 out of 5
499 followers
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IBM SmartCloud Control Desk Pros review quotes

KM
Jan 26, 2020
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.
KM
Jan 12, 2022
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.
KM
Aug 30, 2022
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.
Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
814,649 professionals have used our research since 2012.
ES
Jan 14, 2021
The solution is very easy to work with.
ES
Jan 14, 2021
SLA integrations, reports, and integration with other applications are the most valuable.
AS
Aug 25, 2020
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.
MC
Feb 24, 2021
The solution has been stable.
SP
May 18, 2021
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.
Jose Pedro Muñoz - PeerSpot reviewer
Apr 22, 2018
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.
 

IBM SmartCloud Control Desk Cons review quotes

KM
Jan 26, 2020
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.
KM
Jan 12, 2022
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.
KM
Aug 30, 2022
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.
Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
814,649 professionals have used our research since 2012.
ES
Jan 14, 2021
The reporting in relation to updating could be improved upon.
ES
Jan 14, 2021
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.
AS
Aug 25, 2020
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.
MC
Feb 24, 2021
The solution lacks a graphical user interface.
SP
May 18, 2021
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.
Jose Pedro Muñoz - PeerSpot reviewer
Apr 22, 2018
It could use more facility or flexibility for reporting, and business intelligence in the tool.