IBM SmartCloud Control Desk vs SymphonyAI IT Service Management comparison

IBM SmartCloud Control Desk
Read 9 IBM SmartCloud Control Desk reviews
  • 588 Views
  • 318 Comparison Views
88% willing to recommend
SymphonyAI IT Service Manag...
Read 5 SymphonyAI IT Service Management reviews
  • 423 Views
  • 333 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between IBM SmartCloud Control Desk and SymphonyAI IT Service Management based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management Report (Updated: May 2024).
Buyer's Guide
IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
May 2024
Download the complete report
Helped 787,061 peers since 2012
 

Categories and Ranking

IBM SmartCloud Control Desk
Ranking in Help Desk Software
21st
Average Rating
7.6
Number of Reviews
9
Ranking in other categories
No ranking in other categories
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
23rd
Average Rating
7.8
Number of Reviews
5
Ranking in other categories
IT Asset Management (12th), IT Service Management (ITSM) (21st)
 

Market share comparison

As of June 2024, in the Help Desk Software category, the market share of IBM SmartCloud Control Desk is 0.9% and it increased by 204.5% compared to the previous year. The market share of SymphonyAI IT Service Management is 1.9% and it increased by 171.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
No other categories found
IT Asset Management
2.7%
IT Service Management (ITSM)
1.9%
 

Featured Reviews

KM
Aug 30, 2022
Has centralization and asset management features, and a helpful and knowledgeable technical support team
What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk.
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Shibu Babuchandran - PeerSpot reviewer
Jul 31, 2022
High-availability solution that reduces costs and workload
SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster. Previously, if we had an incident within the organization, it would take time for our engineers to draft a mail and send it to the end user. Now, with SummitAI IT Management Suite, the incident mailers go out much faster because the tool identifies that there's an outage and sends out a message to all the users automatically. So this has reduced a lot of our engineers' workload, use of resources, and cost.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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 solution has been stable."
"SLA integrations, reports, and integration with other applications are the most valuable."
"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."
"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."
"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 is very easy to work with."
"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."
More IBM SmartCloud Control Desk pros
"The product has the best features for ITSM."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
 

Cons

"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."
"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."
"The reporting in relation to updating could be improved upon."
"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."
"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."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The solution lacks a graphical user interface."
"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."
More IBM SmartCloud Control Desk cons
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
 

Pricing and Cost Advice

"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
"The product's cost is average."
"SummitAI IT Management Suite's pricing is a bit expensive."
"We have a regular license."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
12%
Healthcare Company
9%
Energy/Utilities Company
8%
Computer Software Company
19%
Financial Services Firm
15%
Retailer
9%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about IBM SmartCloud Control Desk?
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 ass...
See all answers
What is your experience regarding pricing and costs for IBM SmartCloud Control Desk?
The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's...
See all answers
What needs improvement with IBM SmartCloud Control Desk?
What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The mos...
See all answers
What do you like most about SummitAI IT Management Suite?
It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.
See all answers
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...
See all answers
What needs improvement with SummitAI IT Management Suite?
Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...
See all answers
 

Comparisons

ServiceNow vs IBM SmartCloud Control Desk Logo
ServiceNow vs IBM SmartCloud Control Desk
Compared 81% of the time
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ServiceNow vs SymphonyAI IT Service Management Logo
ServiceNow vs SymphonyAI IT Service Management
Compared 47% of the time
ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management Logo
ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management
Compared 18% of the time
JIRA Service Management vs SymphonyAI IT Service Management Logo
JIRA Service Management vs SymphonyAI IT Service Management
Compared 13% of the time
Microsoft Configuration Manager vs SymphonyAI IT Service Management Logo
Microsoft Configuration Manager vs SymphonyAI IT Service Management
Compared 11% of the time
More SymphonyAI IT Service Management Competitors
 

Product Reports

Buyer's Guide
IBM SmartCloud Control Desk
June 2024
IBM SmartCloud Control Desk reportDownload IBM SmartCloud Control Desk product report
Buyer's Guide
IT Service Management (ITSM)
June 2024
SymphonyAI IT Service Management reportDownload SymphonyAI IT Service Management product report
 

Also Known As

SmartCloud Control Desk
Summus IT Management Suite
 

Learn More

IBM
SymphonyAI
 

Overview

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.

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Buyer's Guide
IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
May 2024
Free Report: IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management
Find out what your peers are saying about IBM SmartCloud Control Desk vs. SymphonyAI IT Service Management and other solutions. Updated: May 2024.
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