IBM SmartCloud Control Desk and Freshservice compete in the IT service management domain. Freshservice has the advantage with its modern features and simplified integration capabilities, whereas IBM provides extensive customization for complex environments.
Features: IBM SmartCloud Control Desk offers robust ITIL-based capabilities, comprehensive asset management, and complex workflow customizations suitable for larger enterprises. Freshservice provides an intuitive experience with AI-powered automation, multi-channel support, and efficient incident management, ideal for small to medium-sized businesses.
Room for Improvement: IBM SmartCloud Control Desk could enhance its ease of use and reduce complexity in deployment. It may also focus on improving its user interface and streamlining integration processes. Freshservice could expand its customization options, provide more advanced analytics, and enhance certain automation features to better suit larger organizations.
Ease of Deployment and Customer Service: IBM SmartCloud Control Desk's deployment is intricate, requiring dedicated IT support, but it offers deeper customization. Freshservice is noted for its cloud-based deployment and ease of setup, allowing quick operation and generally more responsive customer service during both setup and operation.
Pricing and ROI: IBM SmartCloud Control Desk typically incurs higher setup costs due to required infrastructure and customization but can deliver high ROI when fully utilized. Freshservice offers a competitive pricing model with lower initial costs, providing a cost-effective solution for rapid ROI and scalability.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| IBM SmartCloud Control Desk | 1.1% |
| Other | 94.7% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Large Enterprise | 3 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
