Compare CA Cloud Service Management vs. IBM SmartCloud Control Desk

CA Cloud Service Management is ranked 21st in Help Desk Software with 1 review while IBM SmartCloud Control Desk is ranked 17th in Help Desk Software with 2 reviews. CA Cloud Service Management is rated 6.0, while IBM SmartCloud Control Desk is rated 8.6. The top reviewer of CA Cloud Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of IBM SmartCloud Control Desk writes "Helpful tool for support, tickets, and system monitoring ". CA Cloud Service Management is most compared with CA Service Desk Manager, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and BMC Helix ITSM.
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Most Helpful Review
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Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
382,196 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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The solution is a highly mature product. Because of this, it can stand up to any other product on the market.

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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 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.

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Cons
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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The solution needs to improve its reporting features. The user interface needs a lot of improvements.

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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.It could use more facility or flexibility for reporting, and business intelligence in the tool.

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Top Comparisons
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightNimsoft Service DeskSmartCloud Control Desk
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CA (A Broadcom Company)
CA (A Broadcom Company)
IBM
Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.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.
Offer
Learn more about CA Service Desk Manager
Learn more about CA Cloud Service Management
Learn more about IBM SmartCloud Control Desk
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniOakwood Systems GroupSt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Software R&D Company29%
Insurance Company11%
Financial Services Firm9%
Comms Service Provider9%
REVIEWERS
Healthcare Company25%
Financial Services Firm25%
Media Company13%
Marketing Services Firm13%
No Data Available
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
382,196 professionals have used our research since 2012.
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.
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