IBM SmartCloud Control Desk and ManageEngine ServiceDesk Plus are IT service management solutions with different strengths. ManageEngine ServiceDesk Plus often leads due to its wide-ranging features suitable for diverse IT needs and value for the price.
Features: IBM SmartCloud Control Desk integrates well with IBM software and offers robust asset management, ideal for large organizations. ManageEngine ServiceDesk Plus provides comprehensive ITSM features like incident, problem, and change management. Its flexibility and intuitive setup make it a versatile solution for various business environments.
Room for Improvement: IBM SmartCloud Control Desk could improve by reducing setup complexity and lowering entry costs. It might also benefit from enhancing its user interface. ManageEngine ServiceDesk Plus could expand its advanced asset tracking capabilities and improve integration with external platforms. Enhancing the customization options in reporting tools would also add value.
Ease of Deployment and Customer Service: IBM SmartCloud Control Desk uses a cloud-based deployment fitting well with existing IBM infrastructures, though it requires longer setup time. Its customer support is professional, suiting complex enterprise needs. In contrast, ManageEngine ServiceDesk Plus offers quicker deployment with easier configurations, favoring small to midsize businesses. Its customer service is praised for promptness and attentiveness.
Pricing and ROI: IBM SmartCloud Control Desk requires higher upfront investments, delivering a greater ROI for large enterprises with complex needs. ManageEngine ServiceDesk Plus offers a cost-effective entry with quicker returns, especially advantageous for small companies, thanks to lower implementation costs and a favorable subscription model.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| IBM SmartCloud Control Desk | 1.1% |
| Other | 93.8% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Large Enterprise | 3 |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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