What users are saying about
4 Ratings
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Score 8 out of 100
8 Ratings
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Score 9.3 out of 100

Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
Anonymous | TrustRadius Reviewer

IBM Control Desk

IBM Control Desk is very well suited for those looking for a proper monitoring tool for your IT assets, including both hardware management and software support. It is also a great communication tool between your IT support team and the end user of the service you're providing. But don't get it confused with IBM Maximo, Control Desk isn't suited for a general enterprise assets management, that's not the purporse of this tool.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
IBM Control Desk
8.0
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
IBM Control Desk
9.0
Expert directory
ChangeGear Service Desk
5.0
IBM Control Desk
8.0
Service restoration
ChangeGear Service Desk
6.0
IBM Control Desk
6.0
Self-service tools
ChangeGear Service Desk
5.0
IBM Control Desk
9.0
Subscription-based notifications
ChangeGear Service Desk
6.9
IBM Control Desk
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
IBM Control Desk
7.0
ITSM reports and dashboards
ChangeGear Service Desk
7.9
IBM Control Desk
9.0

ITSM asset management

ChangeGear Service Desk
7.5
IBM Control Desk
7.0
Configuration mangement
ChangeGear Service Desk
7.4
IBM Control Desk
8.0
Asset management dashboard
ChangeGear Service Desk
7.0
IBM Control Desk
9.0
Policy and contract enforcement
ChangeGear Service Desk
8.0
IBM Control Desk
4.0

Change management

ChangeGear Service Desk
7.3
IBM Control Desk
7.0
Change requests repository
ChangeGear Service Desk
8.5
IBM Control Desk
6.0
Change calendar
ChangeGear Service Desk
6.9
IBM Control Desk
Service-level management
ChangeGear Service Desk
6.5
IBM Control Desk
8.0

Pros

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | TrustRadius Reviewer

IBM Control Desk

  • Highly configurable. IBM Control Desk is a flexible tool and able to adapt itself to multiple scenarios once it's properly configured.
  • Data gathering for monitoring. Control Desk is able to efficiently monitor the actual state of your issues and changes.
Anonymous | TrustRadius Reviewer

Cons

ChangeGear Service Desk

  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
Anonymous | TrustRadius Reviewer

IBM Control Desk

  • The lack of support and documentation from IBM has shown itself a real problem for those without an extended knowledge in the subject, mostly during the implementation.
  • Integration with other tools is quite lacking, although the APIs are able to compensate to some degree.
Anonymous | TrustRadius Reviewer

Usability

ChangeGear Service Desk

ChangeGear Service Desk 8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
Anonymous | TrustRadius Reviewer

IBM Control Desk

No score
No answers yet
No answers on this topic

Support Rating

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

IBM Control Desk

IBM Control Desk 5.0
Based on 2 answers
The lack of support from IBM is a concern that should be addressed and something to keep in mind for those thinking about acquiring IBM Control Desk. This problem can be solved by hiring an experienced consulting company that helps you implement, customize and adapt the solution to your specific needs instead of acquiring it directly from IBM.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

IBM Control Desk

I haven't evaluated any other solution on the market due to the fact that by the time I started interacting with IBM Control Desk, it was the first solution of such kind implemented in our company. Our core business being the implementation of IBM Maximo played a great role in this decision.
Anonymous | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
Anonymous | TrustRadius Reviewer

IBM Control Desk

  • Due to our company being highly focused on IBM Maximo implementation and support, IBM Control Desk is a necessary tool for tracking and support of said Maximo implementations.
  • By implementing IBM Control Desk as the main resource for support, the investment made has been very satisfactory and has brought us an increase in response time and management of tickets.
Anonymous | TrustRadius Reviewer

Screenshots

IBM Control Desk

Pricing Details

ChangeGear Service Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
    Additional Pricing Details

    IBM Control Desk

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    IBM Control Desk Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    ChangeGear Service Desk
    9.0
    IBM Control Desk
    8.0

    Usability

    ChangeGear Service Desk
    8.0
    IBM Control Desk

    Support Rating

    ChangeGear Service Desk
    IBM Control Desk
    5.0

    Add comparison