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Most Helpful Review
Find out what your peers are saying about IBM SmartCloud Control Desk vs. JIRA Service Desk and other solutions. Updated: September 2020.
441,672 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
"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 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."

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"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

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Cons
"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.""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."

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"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""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."

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Pricing and Cost Advice
Information Not Available
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product."

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Questions from the Community
Top Answer: 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.
Top Answer: When using SmartCloud Control Desk I think you buy a license. We have the concurrent licensing fee in the Control Desk and then you have to renew every year or every four years when you extend the… more »
Top Answer: Because I have been working with SmartCloud Control Desk on a daily basis for eight years, I don't have any issues. I mainly hear our end users who do complain about some things, one of which is the… more »
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Ranking
11th
out of 52 in Help Desk Software
Views
1,134
Comparisons
853
Reviews
2
Average Words per Review
1,206
Avg. Rating
8.5
2nd
out of 52 in Help Desk Software
Views
8,565
Comparisons
6,932
Reviews
17
Average Words per Review
573
Avg. Rating
7.8
Popular Comparisons
Compared 29% of the time.
Compared 6% of the time.
Also Known As
SmartCloud Control Desk
Learn
IBM
Atlassian
Overview
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.JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about IBM SmartCloud Control Desk
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Sample Customers
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technologymgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider23%
Legal Firm15%
Government14%
REVIEWERS
Retailer29%
Computer Software Company29%
Transportation Company14%
Insurance Company14%
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider18%
Government9%
Insurance Company8%
Find out what your peers are saying about IBM SmartCloud Control Desk vs. JIRA Service Desk and other solutions. Updated: September 2020.
441,672 professionals have used our research since 2012.
IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 2 reviews while JIRA Service Desk is ranked 2nd in Help Desk Software with 17 reviews. IBM SmartCloud Control Desk is rated 8.6, while JIRA Service Desk is rated 7.8. The top reviewer of IBM SmartCloud Control Desk writes "Centralized solution to efficiently take care of customer service calls". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". IBM SmartCloud Control Desk is most compared with ServiceNow, BMC Helix ITSM, Clarity SM and Micro Focus Service Manager, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, Zendesk Guide and Salesforce Service Cloud. See our IBM SmartCloud Control Desk vs. JIRA Service Desk report.

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