Most Helpful Review
Use Micro Focus Service Manager? Share your opinion.
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.
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"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."
"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."
"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."
Pricing and Cost Advice
Information Not Available
"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."
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.
out of 52 in Help Desk Software
Average Words per Review
out of 52 in Help Desk Software
Average Words per Review
Compared 57% of the time.
Compared 25% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 63% of the time.
Compared 9% of the time.
Compared 8% of the time.
Compared 5% of the time.
Compared 2% of the time.
Also Known As
|SmartCloud Control Desk||HPE ITSM, HPE Service Manager|
|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.
Learn more about IBM SmartCloud Control Desk
Learn more about Micro Focus Service Manager
|St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology||resultspositive, Globicon|
Computer Software Company35%
Comms Service Provider23%
Financial Services Firm35%
Comms Service Provider8%
Computer Software Company43%
Comms Service Provider16%
No Data Available
See our list of best Help Desk Software vendors.