IBM SmartCloud Control Desk Reviews

Vendor: IBM

3.8 out of 5

9 reviews
88% willing to recommend

500 followers

What is IBM SmartCloud Control Desk?

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.

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IBM SmartCloud Control Desk is the #27 ranked solution in top Help Desk Software. PeerSpot users give IBM SmartCloud Control Desk an average rating of 7.6 out of 10. IBM SmartCloud Control Desk is most commonly compared to ServiceNow: IBM SmartCloud Control Desk vs ServiceNow. IBM SmartCloud Control Desk is popular among the large enterprise segment, accounting for 74% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 18% of all views.

Buyer's Guide

IBM SmartCloud Control Desk

November 2024

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Featured reviews

Jose Pedro Muñoz

Director of operations at Vetasi

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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Klemen Muhvič

Computer System Engineer at Informatika d.d.

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. From a certain point of view, I understand because it's an enterprise product, and they tend to focus more on stability rather than aesthetics. It's probably not that important for them. But for the customer, however, it is. Nowadays you need all the gadgets and it has to shine.

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reviewer1092753

IT Service Desk Manager at a government with 10,001+ employees

The level of scalability is average. If a company needs to expand, it should be able to do so, at least to a certain extent. There are certain things that I know we've got a team that can handle and I know that some things that we ask them to do, they simply can't do. It's a mixed bag. We probably have a total of maybe 4,000 people that use it. Most of them are our end-users and they'll use it for ticketing. As far as actually using the features, we've got people that use it for our support, we use it for change management, and we've got problem management with it, as well as service requests.

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IBM SmartCloud Control Desk mindshare

As of November 2024, the mindshare of IBM SmartCloud Control Desk in the Help Desk Software category stands at 0.7%, down from 0.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Valuable Features

"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."
"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 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."

Room for Improvement

"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 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."
"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."

Pricing

"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."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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