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IBM SmartCloud Control Desk Pros

KM
Computer System Engineer at Informatika d.d.
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.
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KM
Computer System Engineer at Informatika d.d.
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.
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Software Specialist at GBM (an IBM alliance Company)
The solution is very easy to work with.
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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: January 2022.
564,729 professionals have used our research since 2012.
Software Specialist at GBM (an IBM alliance Company)
SLA integrations, reports, and integration with other applications are the most valuable.
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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.
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IBM SmartCloud Control Desk Cons

KM
Computer System Engineer at Informatika d.d.
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.
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KM
Computer System Engineer at Informatika d.d.
The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends.
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Software Specialist at GBM (an IBM alliance Company)
The reporting in relation to updating could be improved upon.
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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: January 2022.
564,729 professionals have used our research since 2012.
Software Specialist at GBM (an IBM alliance Company)
The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time.
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AS
ITSM Architect at SiBIS
Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.
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MC
IT Service Desk Manager at a government with 10,001+ employees
The solution lacks a graphical user interface.
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General Manager at sPerception IT
The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces.
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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: January 2022.
564,729 professionals have used our research since 2012.