Compare IBM SmartCloud Control Desk vs. JIRA Service Desk

IBM SmartCloud Control Desk is ranked 14th in Help Desk Software with 1 review while JIRA Service Desk is ranked 4th in Help Desk Software with 12 reviews. IBM SmartCloud Control Desk is rated 9.0, while JIRA Service Desk is rated 8.0. The top reviewer of IBM SmartCloud Control Desk writes "Helps standardize our workflow, track client tickets, and it's very flexible". 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, JIRA Service Desk and BMC Helix ITSM, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix ITSM.
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Most Helpful Review
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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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JIRA helps integrate Kanban Board features and for this reason what it does it does well.One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.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.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.This is the most complete and versatile enterprise task management product and issue tracker.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.

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

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If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.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.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.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.I don't think the program is very scalable.JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

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Pricing and Cost Advice
Information Not Available
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.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.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
14th
out of 44 in Help Desk Software
Views
1,194
Comparisons
962
Reviews
1
Average Words per Review
335
Avg. Rating
9.0
4th
out of 44 in Help Desk Software
Views
7,740
Comparisons
6,279
Reviews
12
Average Words per Review
574
Avg. Rating
8.1
Top Comparisons
Compared 26% of the time.
Compared 8% 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
Top Industries
No Data Available
VISITORS READING REVIEWS
Software R&D Company25%
Financial Services Firm12%
Media Company9%
Comms Service Provider9%
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: October 2019.
370,827 professionals have used our research since 2012.
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