IBM SmartCloud Control Desk vs. JIRA Service Desk

As of June 2019, IBM SmartCloud Control Desk is ranked 15th in Help Desk Software with 1 review vs JIRA Service Desk which is ranked 6th in Help Desk Software with 4 reviews. The top reviewer of IBM SmartCloud Control Desk writes "Helps standardize our workflow, track client tickets, and it's very flexible". The top reviewer of JIRA Service Desk writes "Transparency of the system helps both internal and external persons involved". IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and BMC Helix Remedy. JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Freshdesk.
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Most Helpful Review
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346,641 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
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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This is a flexible tool for logging and tracking issues efficiently.The most valuable feature of this solution is that it is user-friendly.The automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.Reporting and easy export to Excel spreadsheets.

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

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It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)This solution lacks features for project management.In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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Pricing and Cost Advice
Information Not Available
Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Ranking
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
6th
out of 44 in Help Desk Software
Views
13,807
Comparisons
6,310
Reviews
3
Average Words per Review
378
Avg. Rating
9.0
Top Comparisons
Compared 28% of the time.
Compared 7% of the time.
Also Known As
SmartCloud Control Desk
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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
Learn more about JIRA Service Desk
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
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
346,641 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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