CA Service Desk Manager vs. IBM SmartCloud Control Desk

As of June 2019, CA Service Desk Manager is ranked 2nd in Help Desk Software with 31 reviews vs IBM SmartCloud Control Desk which is ranked 15th in Help Desk Software with 1 review. The top reviewer of CA Service Desk Manager writes "It has helped us to organize a lot of our assets". The top reviewer of IBM SmartCloud Control Desk writes "Helps standardize our workflow, track client tickets, and it's very flexible". CA Service Desk Manager is most compared with ServiceNow, JIRA Service Desk and CA Cloud Service Management. IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and BMC Helix Remedy.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
347,745 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
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.It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users.We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away.

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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
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.Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated.Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues.

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

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Pricing and Cost Advice
I think pricing of this model is suitable for growing corporations.Pricing is simple, as it’s per concurrent analysts.It is a bit expensive, but you definitely get what you pay for. It is worth it!

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347,745 professionals have used our research since 2012.
Ranking
2nd
out of 44 in Help Desk Software
Views
14,299
Comparisons
1,934
Reviews
30
Average Words per Review
553
Avg. Rating
8.0
15th
out of 44 in Help Desk Software
Views
2,273
Comparisons
1,025
Reviews
1
Average Words per Review
335
Avg. Rating
9.0
Top Comparisons
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightSmartCloud Control Desk
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CA Technologies
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...

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 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, StefaniniSt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
347,745 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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