IBM SmartCloud Control Desk Previous Solutions

MC
IT Service Desk Manager at a government with 10,001+ employees

The company changed to IBM happened before I arrived. It is my understanding that the organizations previously used Remedy, and switched to Maximo for asset management for our facilities and maintenance group. They then moved to the IBM Control Desk piece of it.

View full review »
KM
Computer System Engineer at Informatika d.d.

When I first joined our company, there wasn't any similar solution in place. I recall that they initially wanted to implement some other type of solution, but nobody tried pushing hard enough for it, I would guess.

So what we had before was a system where every employee who had an email address or telephone number was directly connected to the end users. End users therefore knew who to call and they also often resolved issues by email.

View full review »
KM
Computer System Engineer at Informatika d.d.

My company used a different solution before using IBM SmartCloud Control Desk, but that was before I joined the company, so I don't know what it was called. You had to email the issues and those were resolved via email as well.

My company switched over to IBM SmartCloud Control Desk because using it made the process centralized compared to the previous solution. It could also be because the relationship with IBM was good, and the pricing was good, though I'm not 100% sure of the reasons for the switch.

View full review »
Buyer's Guide
Help Desk Software
March 2024
Find out what your peers are saying about IBM, ServiceNow, Atlassian and others in Help Desk Software. Updated: March 2024.
765,234 professionals have used our research since 2012.
KM
Computer System Engineer at Informatika d.d.

We are still using SmartCloud Control Desk on a daily basis. This is because we wanted to have a single platform that all the requests come from so that every day is the same. Now, you come to work, open the Control Desk, see what you have to work on and what's open from the previous day's work as well as the new calls coming in.

Previously in the company, they tried to implement one tool but it didn't work. They didn't even go into production. We have the first level support engineers that pick up the phone and were told what is wrong and they tried to resolve it. If they couldn't, they tried to find out who in the company would be the best guy to do it or the customers already knew who was working in a particular environment and called directly. That is how we did it previously.

View full review »
AS
ITSM Architect at SI BIS LLC

We used ManageEngine, but than we needed more functionality and we changed system.

View full review »
Jose Pedro Muñoz - PeerSpot reviewer
Director of operations at Vetasi

Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5.

When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.

View full review »
Buyer's Guide
Help Desk Software
March 2024
Find out what your peers are saying about IBM, ServiceNow, Atlassian and others in Help Desk Software. Updated: March 2024.
765,234 professionals have used our research since 2012.