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IBM SmartCloud Control Desk OverviewUNIXBusinessApplication

IBM SmartCloud Control Desk is #11 ranked solution in top Help Desk Software. PeerSpot users give IBM SmartCloud Control Desk an average rating of 8 out of 10. IBM SmartCloud Control Desk is most commonly compared to ServiceNow: IBM SmartCloud Control Desk vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 29% of all views.
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.

IBM SmartCloud Control Desk was previously known as SmartCloud Control Desk.

IBM SmartCloud Control Desk Buyer's Guide

Download the IBM SmartCloud Control Desk Buyer's Guide including reviews and more. Updated: January 2022

IBM SmartCloud Control Desk Customers
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
IBM SmartCloud Control Desk Video

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

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Jose Pedro Muñoz
Director of operations at a tech services company with 51-200 employees
Real User
Helps standardize our workflow, track client tickets, and it's very flexible
Pros and Cons
  • "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."
  • "It could use more facility or flexibility for reporting, and business intelligence in the tool."

What is our primary use case?

Helps configure workflow. It's good, it's a very flexible tool. It's very valuable for us.

How has it helped my organization?

Standardization of our work process, and the tracking of all tickets from all the clients.

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.

What needs improvement?

More facility or flexibility for reporting, and business intelligence in the tool.

What do I think about the stability of the solution?

It's very stable.

What do I think about the scalability of the solution?

The scalability is very high. We are only 100 people, but some clients have 45,000 users. The scalability is very high. Just add more servers and there is no problem with scalability.

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 workflows for the clients. It must have stability and scalability as well.

How was the initial setup?

I have worked on the setup of projects for clients and internally. The initial setup is somewhat complex. The tool has a lot of functionality but configuring it for setup is medium-complex. For the end-user it's easy, but for configuring and setup it's medium-complex.

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 look for the flexibility from the tool, for adaptibility to the processes of the company.

Disclosure: I am a real user, and this review is based on my own experience and opinions.