IBM SmartCloud Control Desk Reviews

We mostly use IBM SmartCloud Control Desk as a ticketing system for service requests. For example, in IT services companies, employees open service requests for products being used within their companies whenever they have issues or problems.

The main benefit my company gets from IBM SmartCloud Control Desk is centralization because previously, you had to have multiple tools for certain processes, but now, there's one structure for multiple services, with the services imported into the solution.

For example, if there's an issue you want to report, or if you need to request service, you can use IBM SmartCloud Control Desk because it has a structure or list of all services available. What I find most beneficial is you have all services in one place.

We primarily use the solution for ITSMs - for our ticketing, change management, and problem management.

The solution has been stable.

We use the on-prem deployment model. Our primary use case of this solution is for support, for tickets, and system of monitoring.

Automation of most IT processes and not only

Our primary use is for our customers to submit a service request if there is something wrong with the services that we are providing to them. They report an issue or a change request so we know that they want something more out of our services. We then check what they need and offer solutions. If they accept, we then proceed and upgrade the service. But mainly it is used for requests. If something isn't working as it should then our teams resolve the issue.

The second use is the IT asset management, as we are using all sorts of programs, such as Microsoft Dynamics. We import the IT assets into our Control Desk and the IT guys manage them there. They move to different locations or to different users and all the changes go through the integration and back to Microsoft Dynamics.

Previously, there were only emails and phone calls and it was chaotic. You didn't know which issue to resolve - you went as you liked. You chose which mail to resolve and then you forgot about it when a call came through. Now, 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. So you have one big package and nothing is lost. So you know what to do and what's your plan for the future.

We use IBM Control Desk to manage the requests that come in both externally from customers and internally within the company. The types of requests that we get through it primarily include requests to solve an issue or to perform some change.

Anything that needs to be reported along these lines gets reported through Control Desk and, according to our access logs, we typically have about 100 different users who log in to the tool each day. 

In the beginning, we only used IBM Control Desk for service requests, but over time, and as we evolved as a business, we began to use it for more types of requests, such as those involving change management and incident management.

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. This gives us more visibility into the requests and helps us in, for example, writing up reports and estimating how much time certain issues will take to resolve. Overall, it has helped us continuously improve our business processes.

Helps configure workflow. It's good, it's a very flexible tool. It's very valuable for us.

Standardization of our work process, and the tracking of all tickets from all the clients.

In my organization, we use it for internal customers for incident control, server requests, and application integration. Our clients use it for different purposes, but essentially, it is used to manage a client's organization and customers. Some of the clients have cloud deployments, and some of the clients have on-premises deployments.

SLA integrations, reports, and integration with other applications are the most valuable.

In my organization, we use the solution internally for internal customers so that we can control incidents, server requests, and handle some application integrations, etc. 

While some clients use the product for other purposes, as well, essentially it is used to manage the client's organizations and the customers.

The solution is very easy to work with.

The reporting is very strong. 

The product offers good integrations and very good SLA integrations in particular.