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2019-10-23T05:52:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What needs improvement with IBM SmartCloud Control Desk?

Please share with the community what you think needs improvement with IBM SmartCloud Control Desk.

What are its weaknesses? What would you like to see changed in a future version?

6
PeerSpot user
6 Answers
Shafqat Paracha - PeerSpot reviewer
General Manager at sPerception IT
Real User
Top 10
2021-05-18T14:39:42Z
18 May 21

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.

PeerSpot user
IT Service Desk Manager at a government with 10,001+ employees
Real User
Top 5
2021-02-19T19:47:17Z
19 February 21

The solution lacks a graphical user interface. They should work to implement one in the future. It's not very easy to make changes. They need to make it easier to adjust items as necessary. The product is kind of clunky to use. The scalability could be better. It's only scalable to a moderate extent. There are limitations on the capabilities.

Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
Real User
Top 5
2021-01-14T06:38:31Z
14 January 21

The reporting in relation to updating could be improved upon. The need to make it easier to manage timing and time calculations. I found it to be a bit challenging. They could make it easier. Technical support can be slow in terms of resolving issues.

Edwin  Salazar - PeerSpot reviewer
Software Specialist at GBM (an IBM alliance Company)
Real User
Top 5
2021-01-14T00:49:48Z
14 January 21

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.

KM
Computer System Engineer at Informatika d.d.
Real User
Top 5Leaderboard
2020-01-26T09:26:00Z
26 January 20

Because I have been working with SmartCloud Control Desk on a daily basis for eight years, I don't have any issues. I mainly hear our end users who do complain about some things, one of which is the user interface. The 7.611 version, for the users, and even, in my opinion, is not as pretty as it was. They went with simpler colors, but only blue and white. In the previous versions, you had those little icons and you knew what to click and where the configuration and administration are. Now you have to read the menus. In the software or middleware forms I don't see any complaints, it works as it should. But again, users mainly complain about the user interface, the GUI. It has too much information and it's more complicated than it should be. Maybe it is a different architecture because I know that the self-service center is in Java and it's different from the others, including the applications in Maximo. Other than this, I would not say it needs anything new.

AS
ITSM Architect at SiBIS
Real User
2019-10-23T05:52:00Z
23 October 19

Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy. I want things to change quickly in my email, for example, but I don't get this. I understand that they're a big company and they have lots of tickets they have to solve for it but my customers don't and it bothers them. New updates can create problems. I worked from version 7.2 to 7.6 and I know some problems that occurred in 7.2 and IBM resolved this problem but in 7.4 and 6 we had this problem again. Now I need to wait to resolve this problem again for the new fix. The main problem is to get a person from the top line to talk to you. It takes a lot of time to describe my problems to the first line, then for the second line and then to try to repeat this problem in the environment. When we have connected with the top line, it resolves for a few days, for example. The people don't have enough knowledge or experience to solve my problem. We cannot send pictures from our system to our email client. Our clients will send a screenshot of their problem but the picture won't appear. We have the same problem when we send emails from the system to email clients, we don't see the screenshot that we can add to the text. I would like this to be improved in the next release. Our clients want their email support to support pictures, margins, rich text and other things. I would for them to resolve this in the next release.

Learn what your peers think about IBM SmartCloud Control Desk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
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Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
May 18, 2021
Hi Everyone, What do you like most about IBM SmartCloud Control Desk? Thanks for sharing your thoughts with the community!
2 out of 6 answers
AS
ITSM Architect at SiBIS
23 October 19
The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.
KM
Computer System Engineer at Informatika d.d.
26 January 20
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.
PeerSpot user
Manager of IT Connectivity at a healthcare company with 51-200 employees
Oct 25, 2021
I am evaluating different support platforms for my Healthcare organization. The intention is to use the platform with external and internal users, and the platform should be HIPAA compliant with all the required guidelines of encryption with data in transit and data at rest. I've looked into the different modules with JIRA but none of them seem to be concrete enough to support HIPAA compliance...
2 out of 9 answers
PeerSpot user
Director of Technology at a tech services company
10 January 17
What aspects of the IS HIPAA spec are you worried about JIRA violating? Are you intending to use it as a patient-facing solution, or internal for developers?
10 January 17
Hi Ariel, I would use https://synoptek.com/it-infrastructure-services/it-support/24x7-help-desk/ I cannot find any HIPAA compliance for JIRA. Regards, Patrick
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