If you were talking to someone whose organization is considering IBM SmartCloud Control Desk, what would you say?
How would you rate it and why? Any other tips or advice?
If anyone is looking to adopt any helpdesk solutions, they must go for this product. If a company is willing to go for any cloud-based applications, this is the best product for them. My recommendation is to go for IBM Control Desk. On a scale from one to ten, I would give IBM SmartCloud Control Desk a seven.
We're not on the latest release of the solution. We're using just IBM Control Desk. I know that there's an upgraded IBM control desk for Maximo that we're going to look into, however, this is just for the IBM Control Desk itself. Overall, I would rate the solution at a five out of ten.
We're an IBM partner. We use both cloud and on-premises deployment models. Some customers use the cloud, others prefer on-premise. We're able to implement both. For those considering the solution, I would advise that an organization makes sure they have the right hardware in place and the right versions of each package. This will make implementation easier and keep the solution stable. Overall, I would rate the solution at an eight out of ten. Overall, the experience has been very positive.
I would advise others to make sure to have the right hardware and the right versions of each package. Only then the implementation is going to be good. Make a plan to know what the clients really want to do because if you don't know it, it is going to be very hard. I would rate IBM SmartCloud Control Desk an eight out of ten.
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 but are actually not and on the other hand, you have guys who are overwhelmed or overworked and this is a good environment to say, "I cannot do this right now. I have five requests waiting for me. Please wait or raise the emergency level and I will do it." People are scared because they think that someone will look under their fingers and say, "You did only five requests now, what have you been doing with all your hours?" But it's not like this, at least not in our case. It's good to have all the tasks and requests that you have to do in a centralized location. So I can say that it is a good thing that we have the Control Desk. I would recommend SmartCloud Control Desk. I like working with it. Maybe I am already an old guy working with it, but I would recommend it because it's good for me. I don't see any issues with the product. But people know that there are a lot of products on the market. Yet, for me, it's good. On a scale from one to ten, one is the worst, ten is the best, I would rate SmartCloud Control Desk an eight. That's because I would like them to work on the user interface. People want more colors and everything to be mobile. I do see that IBM is working more with mobile now, but overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data-oriented and more appealing for the user.
I would rate it an eight out of ten.
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