IBM SmartCloud Control Desk Reviews

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Klemen Muhvi?
Real User
Computer System Engineer at Informatika d.d.
Jan 26 2020

What is most valuable?

Previously, there were only emails and phone calls and it was chaotic. You didn't know which issue to resolve - you went as you liked. You chose which mail to resolve and then you forgot about it when a call came through. Now, what I like… more»

What needs improvement?

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 user interface. The 7.611 version, for… more»

What's my experience with pricing, setup cost, and licensing?

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 subscription and support. So the expenses… more»

Which solution did I use previously and why did I switch?

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… more»

What other advice do I have?

I often heard when we implemented the Control Desk that people were a little suspicious if it was going to work. We explained to them that it will be good for them because, on the one hand, it keeps tabs on people who claim to be working… more»
Alexander Stegnienko
Real User
ITSM Architect at SiBIS
Oct 23 2019

What is most valuable?

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.

What needs improvement?

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. I want things to change quickly in my email, for example, but I don't get this. I understand that they're a big company and they have lots of tickets… more»

What's my experience with pricing, setup cost, and licensing?

For our country, I think it's expensive but we don't have another way to buy this license. We need to pay once and then pay only for support every year. We pay for support on a yearly basis.

What other advice do I have?

I would rate it an eight out of ten.
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Jose Pedro Muñoz
Real User
Director of operations at a tech services company with 51-200 employees
Apr 30 2018

What is most valuable?

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.

How has it helped my organization?

Standardization of our work process, and the tracking of all tickets from all the clients.

What needs improvement?

More facility or flexibility for reporting, and business intelligence in the tool.

Which solution did I use previously and why did I switch?

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… more»

What other advice do I have?

In general, I rate this solution a nine out of 10, for the flexibility, for agility, for being able to change the tool to adapt to your needs. Look at the work process in the company, the incident, problem, and change request process. Then… more»

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User Assessments By Topic About IBM SmartCloud Control Desk

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IBM SmartCloud Control Desk Questions

What is IBM SmartCloud Control Desk?

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.
Also known as
SmartCloud Control Desk
IBM SmartCloud Control Desk customers
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
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