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Most Helpful Review
Find out what your peers are saying about IBM SmartCloud Control Desk vs. ServiceNow and other solutions. Updated: September 2020.
441,850 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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"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide.""The most valuable feature is the flexibility of development for customization.""ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support.""There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.""One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.""It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.""Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.""I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

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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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"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great.""We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need.""It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved.""There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.""For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow.""There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.""Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.""The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."

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Pricing and Cost Advice
Information Not Available
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.""It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.""ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.""ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.""Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.""Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.""The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing."

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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: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
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
1st
out of 52 in Help Desk Software
Views
55,609
Comparisons
32,646
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
Popular Comparisons
Compared 15% of the time.
Compared 7% of the time.
Compared 6% of the time.
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Compared 5% of the time.
Also Known As
SmartCloud Control Desk
Learn
IBM
ServiceNow
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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about IBM SmartCloud Control Desk
Learn more about ServiceNow
Sample Customers
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant TechnologyAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider23%
Legal Firm15%
Government14%
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
University8%
VISITORS READING REVIEWS
Computer Software Company42%
Comms Service Provider11%
Government8%
Media Company4%
Company Size
No Data Available
REVIEWERS
Small Business16%
Midsize Enterprise12%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business17%
Midsize Enterprise9%
Large Enterprise74%
Find out what your peers are saying about IBM SmartCloud Control Desk vs. ServiceNow and other solutions. Updated: September 2020.
441,850 professionals have used our research since 2012.
IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 2 reviews while ServiceNow is ranked 1st in Help Desk Software with 22 reviews. IBM SmartCloud Control Desk is rated 8.6, while ServiceNow is rated 8.2. 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 ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". IBM SmartCloud Control Desk is most compared with JIRA Service Desk, BMC Helix ITSM, Clarity SM and Micro Focus Service Manager, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty. See our IBM SmartCloud Control Desk vs. ServiceNow report.

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