We performed a comparison between IBM SmartCloud Control Desk and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"The solution is very easy to work with."
"SLA integrations, reports, and integration with other applications are the most valuable."
"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 workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"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."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
"The solution has been stable."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The flow of the reports is good."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The automations will really help the company by delegating work the way your company operates."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The reporting in relation to updating could be improved upon."
"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."
"The solution lacks a graphical user interface."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"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."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"I think the performance can be better."
"There should be better connections with access management. They should improve the connectivity."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Jira Service Management should be more user-friendly."
IBM SmartCloud Control Desk is ranked 21st in Help Desk Software with 1 review while JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews. IBM SmartCloud Control Desk is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of IBM SmartCloud Control Desk writes "Has centralization and asset management features, and a helpful and knowledgeable technical support team ". On the other hand, the top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". IBM SmartCloud Control Desk is most compared with ServiceNow and SymphonyAI IT Service Management, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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