Compare IBM SmartCloud Control Desk vs. ServiceNow

IBM SmartCloud Control Desk is ranked 15th in Help Desk Software with 3 reviews while ServiceNow is ranked 1st in Help Desk Software with 21 reviews. IBM SmartCloud Control Desk is rated 8.4, while ServiceNow is rated 8.4. 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 ServiceNow, JIRA Service Desk and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, JIRA Service Desk and Zendesk. See our IBM SmartCloud Control Desk vs. ServiceNow report.
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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: January 2020.
391,616 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.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.

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The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.Easy to integrate with third-party applications.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.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.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.

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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.It could use more facility or flexibility for reporting, and business intelligence in the tool.

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Transparency in the pricing model needs to be improved.I do not like the user interface.It's missing monitoring capabilities.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.

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Pricing and Cost Advice
Information Not Available
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.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.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.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.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.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.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 has a higher cost compared to local/regional solutions.

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report
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391,616 professionals have used our research since 2012.
Ranking
15th
out of 44 in Help Desk Software
Views
1,127
Comparisons
911
Reviews
2
Average Words per Review
430
Avg. Rating
8.5
1st
out of 44 in Help Desk Software
Views
49,109
Comparisons
29,262
Reviews
21
Average Words per Review
599
Avg. Rating
8.4
Top Comparisons
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
SmartCloud Control Desk
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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
No Data Available
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company35%
Comms Service Provider11%
Government7%
Financial Services Firm5%
Company Size
No Data Available
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise73%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise9%
Large Enterprise73%
Find out what your peers are saying about IBM SmartCloud Control Desk vs. ServiceNow and other solutions. Updated: January 2020.
391,616 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.