2019-10-23T05:52:00Z
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
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What advice do you have for others considering IBM SmartCloud Control Desk?

If you were talking to someone whose organization is considering IBM SmartCloud Control Desk, what would you say?

How would you rate it and why? Any other tips or advice?

6
PeerSpot user
6 Answers
Shafqat Paracha - PeerSpot reviewer
General Manager at sPerception IT
Real User
Top 5
2021-05-18T14:39:42Z
May 18, 2021

If anyone is looking to adopt any helpdesk solutions, they must go for this product. If a company is willing to go for any cloud-based applications, this is the best product for them. My recommendation is to go for IBM Control Desk. On a scale from one to ten, I would give IBM SmartCloud Control Desk a seven.

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MC
IT Service Desk Manager at a government with 10,001+ employees
Real User
Top 5
2021-02-19T19:47:17Z
Feb 19, 2021

We're not on the latest release of the solution. We're using just IBM Control Desk. I know that there's an upgraded IBM control desk for Maximo that we're going to look into, however, this is just for the IBM Control Desk itself. Overall, I would rate the solution at a five out of ten.

Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
Real User
Top 5
2021-01-14T06:38:31Z
Jan 14, 2021

We're an IBM partner. We use both cloud and on-premises deployment models. Some customers use the cloud, others prefer on-premise. We're able to implement both. For those considering the solution, I would advise that an organization makes sure they have the right hardware in place and the right versions of each package. This will make implementation easier and keep the solution stable. Overall, I would rate the solution at an eight out of ten. Overall, the experience has been very positive.

Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
Real User
Top 5
2021-01-14T00:49:48Z
Jan 14, 2021

I would advise others to make sure to have the right hardware and the right versions of each package. Only then the implementation is going to be good. Make a plan to know what the clients really want to do because if you don't know it, it is going to be very hard. I would rate IBM SmartCloud Control Desk an eight out of ten.

KM
Computer System Engineer at Informatika d.d.
Real User
Top 5Leaderboard
2020-01-26T09:26:00Z
Jan 26, 2020

I often heard when we implemented the Control Desk that people were a little suspicious if it was going to work. We explained to them that it will be good for them because, on the one hand, it keeps tabs on people who claim to be working but are actually not and on the other hand, you have guys who are overwhelmed or overworked and this is a good environment to say, "I cannot do this right now. I have five requests waiting for me. Please wait or raise the emergency level and I will do it." People are scared because they think that someone will look under their fingers and say, "You did only five requests now, what have you been doing with all your hours?" But it's not like this, at least not in our case. It's good to have all the tasks and requests that you have to do in a centralized location. So I can say that it is a good thing that we have the Control Desk. I would recommend SmartCloud Control Desk. I like working with it. Maybe I am already an old guy working with it, but I would recommend it because it's good for me. I don't see any issues with the product. But people know that there are a lot of products on the market. Yet, for me, it's good. On a scale from one to ten, one is the worst, ten is the best, I would rate SmartCloud Control Desk an eight. That's because I would like them to work on the user interface. People want more colors and everything to be mobile. I do see that IBM is working more with mobile now, but 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.

AS
ITSM Architect at SiBIS
Real User
2019-10-23T05:52:00Z
Oct 23, 2019

I would rate it an eight out of ten.

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Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Aug 30, 2022
How do you or your organization use this solution? Please share with us so that your peers can learn from your experiences. Thank you!
2 out of 8 answers
AS
ITSM Architect at SiBIS
Oct 23, 2019
We use the on-prem deployment model. Our primary use case of this solution is for support, for tickets, and system of monitoring.
KM
Computer System Engineer at Informatika d.d.
Jan 26, 2020
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.
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Aug 30, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 6 answers
AS
ITSM Architect at SiBIS
Oct 23, 2019
For our country, I think it's expensive but we don't have another way to buy this license. We need to pay once and then pay only for support every year. We pay for support on a yearly basis.
KM
Computer System Engineer at Informatika d.d.
Jan 26, 2020
When using SmartCloud Control Desk I think you buy a license. We have the concurrent licensing fee in the Control Desk and then you have to renew every year or every four years when you extend the subscription and support. So the expenses are for the platforms, the memory, and all the storage. But from the IBM perspective, there is only concurrent licensing for the Control Desk. There are no additional costs for features.
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