IBM SmartCloud Control Desk Archived Reviews (More than two years old)

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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 »

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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