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.
In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in.
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.
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.
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 is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
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.
In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in.
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.
The solution has been stable.
The solution is very easy to work with.
SLA integrations, reports, and integration with other applications are the most valuable.
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.
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.