IBM SmartCloud Control Desk is valued for its flexibility and agility, centralization, strong reporting, robust SLA integrations, automated workflow, and stable performance. Its brand name adds credibility. Users appreciate service request features, IT asset management, and seamless integration with other applications. The automation covers the entire cycle from initiation to resolution, improving operational efficiency while continuously updating features, making it easy to adapt to organizational needs.
- "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."
IBM SmartCloud Control Desk requires improvements in its user interface, which is considered outdated compared to competitors, making it less user-friendly. Reporting features and business intelligence flexibility need enhancement. Technical support response time is slow, causing frustration when resolving issues. Challenges exist with attachments and email support, particularly handling images and rich text. Scalability is limited, and time calculations can be cumbersome. Some users find the overall system clunky and the programming platform outdated.
- "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 IBM is a big company, but this solution is a little bit outdated.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."
- "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."
- "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."
