My company is still using IBM SmartCloud Control Desk and also implementing it for others. My company is using the latest version of the solution, particularly version 7.6.1.4. Today, it's called IBM Control Desk, rather than IBM SmartCloud Control Desk. Currently, my company has three thousand users of IBM SmartCloud Control Desk, if you count the end users. My organization has a lot of customers and multiple installations, and there's a plan to increase the number of users of IBM SmartCloud Control Desk because there's still one customer left that still hasn't implemented the solution, so the process of expanding its use is still in process. The deployment and maintenance of the solution can be done by one person. I belong to a small company, so one person is enough, but if it's a big company, you can have one Db2 administrator and one system administrator, where one administrator will create a Db2 and the other will do the installation. Managing IBM SmartCloud Control Desk can also be done by one person. I would recommend IBM SmartCloud Control Desk to others looking to implement it because it has a lot of functionalities, even if you won't use all. It's a product made for a wide spectrum of customers. Overall, it's a good product that I would recommend. My rating for IBM SmartCloud Control Desk is eight out of ten. I didn't rate it as ten because there's always room for improvement. My company is a customer of IBM SmartCloud Control Desk, not a partner.
IBM Control Desk definitely serves its purpose if users are willing to work with it. I think that with every new tool, there is some sort of resistance among users at first. But with Control Desk, it's a very simple process. You get a ticket, you resolve it, and you close it. That's pretty much all there is to it. On the other hand, we have also started using it for more than just ordinary service requests. For example, we also use it for change management and incident management and we plan to extend its usage in these ways. But you have to evolve with it, I think, and extend the tool as you go along. I would rate IBM Control Desk a seven out of ten.
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.
IT Service Desk Manager at a government with 10,001+ employees
Real User
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.
Software Specialist at GBM (an IBM alliance Company)
Real User
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.
Software Specialist at GBM (an IBM alliance Company)
Real User
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.
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.
IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and...
My company is still using IBM SmartCloud Control Desk and also implementing it for others. My company is using the latest version of the solution, particularly version 7.6.1.4. Today, it's called IBM Control Desk, rather than IBM SmartCloud Control Desk. Currently, my company has three thousand users of IBM SmartCloud Control Desk, if you count the end users. My organization has a lot of customers and multiple installations, and there's a plan to increase the number of users of IBM SmartCloud Control Desk because there's still one customer left that still hasn't implemented the solution, so the process of expanding its use is still in process. The deployment and maintenance of the solution can be done by one person. I belong to a small company, so one person is enough, but if it's a big company, you can have one Db2 administrator and one system administrator, where one administrator will create a Db2 and the other will do the installation. Managing IBM SmartCloud Control Desk can also be done by one person. I would recommend IBM SmartCloud Control Desk to others looking to implement it because it has a lot of functionalities, even if you won't use all. It's a product made for a wide spectrum of customers. Overall, it's a good product that I would recommend. My rating for IBM SmartCloud Control Desk is eight out of ten. I didn't rate it as ten because there's always room for improvement. My company is a customer of IBM SmartCloud Control Desk, not a partner.
IBM Control Desk definitely serves its purpose if users are willing to work with it. I think that with every new tool, there is some sort of resistance among users at first. But with Control Desk, it's a very simple process. You get a ticket, you resolve it, and you close it. That's pretty much all there is to it. On the other hand, we have also started using it for more than just ordinary service requests. For example, we also use it for change management and incident management and we plan to extend its usage in these ways. But you have to evolve with it, I think, and extend the tool as you go along. I would rate IBM Control Desk a seven out of ten.
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.
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.
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.
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.
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.
I would rate it an eight out of ten.