We performed a comparison between IBM SmartCloud Control Desk and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 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."
"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."
"The solution is very easy to work with."
"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."
"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."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The initial setup is easy and straightforward."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"Transparency of the system helps both internal and external persons involved."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The solution lacks a graphical user interface."
"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 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 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 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."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"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 customizations in Jira could be improved by being simplified. They are currently very complex."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"JSM's ability to handle large volumes of emails isn't great."
"I don't think the program is very scalable."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
IBM SmartCloud Control Desk is ranked 22nd in Help Desk Software with 9 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. IBM SmartCloud Control Desk is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". 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 SymphonyAI IT Service Management, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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.