We performed a comparison between IBM SmartCloud Control Desk and JIRA 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."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 solution has been stable."
"The solution is very easy to work with."
"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."
"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."
"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 most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"It makes the IT department more transparent and helps the employees."
"Its integration is most valuable. It is pretty open for integration."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The customer portal with connection with our knowledge base has been most valuable."
"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 solution lacks a graphical user interface."
"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."
"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."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"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."
"Jira Service Management should be more user-friendly."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"JIRA Service Management could include more AI features."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The documentation needs improving, it's difficult to find specific procedures."
IBM SmartCloud Control Desk is ranked 22nd in Help Desk Software with 9 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. IBM SmartCloud Control Desk is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". IBM SmartCloud Control Desk is most compared with ServiceNow and SymphonyAI IT Service Management, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our IBM SmartCloud Control Desk vs. JIRA Service Management report.
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