IBM SmartCloud Control Desk Valuable Features

KM
Computer System Engineer at Informatika d.d.

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 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. So you have one big package and nothing is lost. So you know what to do and what's your plan for the future.

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Software Specialist at GBM (an IBM alliance Company)

The solution is very easy to work with.

The reporting is very strong. 

The product offers good integrations and very good SLA integrations in particular.

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Software Specialist at GBM (an IBM alliance Company)

SLA integrations, reports, and integration with other applications are the most valuable.

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Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
511,307 professionals have used our research since 2012.
AS
ITSM Architect at SiBIS

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

The solution has been stable.

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General Manager at sPerception IT

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.

They keep on continuously adding new features. You might have seen the chat option, and the integration is also an API-based product, and everything can be integrated.

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Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
511,307 professionals have used our research since 2012.