The solution has been stable.

The most valuable feature is the service request application. For example, if some end user has trouble with, let's say, a product that we are providing them, he then opens a ticket. He writes down what's wrong, and maybe adds some pictures or attachments. He then sends the request to the controller, and then our first level support checks the ticket. If they can resolve the issue, they do. Otherwise, they forward it to the second level support, who will then take care of the ticket and resolve it.

A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date.

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.

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 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.

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.

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

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.