We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The solution has been stable."
"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."
"SLA integrations, reports, and integration with other applications are the most valuable."
"The solution is very easy to work with."
"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."
"Its flexibility and ease of customization are its most valuable features."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"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 reporting in relation to updating could be improved upon."
"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."
"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 solution lacks a graphical user interface."
"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 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."
"Their end-user interface and technical support features could be improved."
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
"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."
Earn 20 points
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
IBM SmartCloud Control Desk is ranked 10th in Help Desk Software with 6 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 4 reviews. IBM SmartCloud Control Desk is rated 7.6, 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 Management, SCSM, BMC Helix ITSM and Clarity SM, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and TOPdesk. See our IBM SmartCloud Control Desk vs. Micro Focus Service Manager report.
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