IBM SmartCloud Control Desk vs JIRA Service Management comparison

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Executive Summary

We performed a comparison between IBM SmartCloud Control Desk and JIRA 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.
To learn more, read our detailed IBM SmartCloud Control Desk vs. JIRA Service Management Report (Updated: November 2022).
655,994 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""SLA integrations, reports, and integration with other applications are the most valuable.""The solution is very easy to work with.""The solution has been stable.""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.""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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"Great to be able to create customized forms.""The flow of the reports is good.""This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier.""I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful.""Its integration is most valuable. It is pretty open for integration.""The product is not lacking anything that a QA will want to use.""It scales well.""The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

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Cons
"The solution lacks a graphical user interface.""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 reporting in relation to updating could be improved upon.""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.""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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"The customizations in Jira could be improved by being simplified. They are currently very complex.""A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity.""I think the performance can be better.""Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.""The initial setup is very complex.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market.""The solution needs to be integrated better with Office X5."

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Pricing and Cost Advice
  • "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 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."
  • More IBM SmartCloud Control Desk Pricing and Cost Advice →

  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • "The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."
  • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer:Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
    Ranking
    11th
    out of 58 in Help Desk Software
    Views
    885
    Comparisons
    592
    Reviews
    6
    Average Words per Review
    828
    Rating
    7.2
    2nd
    out of 58 in Help Desk Software
    Views
    9,717
    Comparisons
    7,579
    Reviews
    41
    Average Words per Review
    489
    Rating
    8.3
    Comparisons
    Also Known As
    SmartCloud Control Desk
    JIRA Service Desk
    Learn More
    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.

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    Offer
    Learn more about IBM SmartCloud Control Desk
    Learn more about JIRA Service Management
    Sample Customers
    St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider18%
    Government8%
    Energy/Utilities Company7%
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider15%
    Retailer8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider13%
    Government9%
    Financial Services Firm8%
    Company Size
    REVIEWERS
    Small Business67%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise20%
    Large Enterprise55%
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    Buyer's Guide
    IBM SmartCloud Control Desk vs. JIRA Service Management
    November 2022
    Find out what your peers are saying about IBM SmartCloud Control Desk vs. JIRA Service Management and other solutions. Updated: November 2022.
    655,994 professionals have used our research since 2012.

    IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 6 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews. IBM SmartCloud Control Desk is rated 7.2, while JIRA Service Management is rated 8.2. The top reviewer of IBM SmartCloud Control Desk writes "Helps us improve business processes with centrally managed requests, but the interface needs polish". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". IBM SmartCloud Control Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and BMC Helix ITSM. See our IBM SmartCloud Control Desk vs. JIRA Service Management report.

    See our list of best Help Desk Software vendors.

    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.