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IBM SmartCloud Control Desk Pros

KM
Computer System Engineer at Informatika d.d.
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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KM
Computer System Engineer at Informatika d.d.
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.
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Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
The solution is very easy to work with.
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Buyer's Guide
IBM SmartCloud Control Desk
September 2022
Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
636,406 professionals have used our research since 2012.
Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
SLA integrations, reports, and integration with other applications are the most valuable.
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MC
IT Service Desk Manager at a government with 10,001+ employees
The solution has been stable.
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Shafqat Paracha - PeerSpot reviewer
General Manager at sPerception IT
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.
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IBM SmartCloud Control Desk Cons

KM
Computer System Engineer at Informatika d.d.
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.
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KM
Computer System Engineer at Informatika d.d.
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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Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
The reporting in relation to updating could be improved upon.
View full review »
Buyer's Guide
IBM SmartCloud Control Desk
September 2022
Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
636,406 professionals have used our research since 2012.
Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
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.
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MC
IT Service Desk Manager at a government with 10,001+ employees
The solution lacks a graphical user interface.
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Shafqat Paracha - PeerSpot reviewer
General Manager at sPerception IT
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.
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Buyer's Guide
IBM SmartCloud Control Desk
September 2022
Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
636,406 professionals have used our research since 2012.