Compare IBM SmartCloud Control Desk vs. Micro Focus Service Manager

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Find out what your peers are saying about IBM SmartCloud Control Desk vs. Micro Focus Service Manager and other solutions. Updated: September 2020.
442,764 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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"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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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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"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
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"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

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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:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
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
19th
out of 52 in Help Desk Software
Views
2,176
Comparisons
1,385
Reviews
4
Average Words per Review
505
Avg. Rating
7.0
Popular Comparisons
Also Known As
SmartCloud Control DeskHPE ITSM, HPE Service Manager
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IBM
Micro Focus
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.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Offer
Learn more about IBM SmartCloud Control Desk
Learn more about Micro Focus Service Manager
Sample Customers
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technologyresultspositive, Globicon
Top Industries
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider23%
Legal Firm15%
Government14%
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider16%
Government7%
Manufacturing Company7%
Company Size
No Data Available
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about IBM SmartCloud Control Desk vs. Micro Focus Service Manager and other solutions. Updated: September 2020.
442,764 professionals have used our research since 2012.
IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 2 reviews while Micro Focus Service Manager is ranked 19th in Help Desk Software with 4 reviews. IBM SmartCloud Control Desk is rated 8.6, while Micro Focus Service Manager is rated 6.2. 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 Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk, BMC Helix ITSM and Clarity SM, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, ManageEngine ServiceDesk Plus and BeyondTrust Remote Support. See our IBM SmartCloud Control Desk vs. Micro Focus Service Manager report.

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