What users are saying about
4 Ratings
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Score 8 out of 100
11 Ratings
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Score 10 out of 100

Feature Set Ratings

  • IBM Control Desk ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

6.4

ChangeGear Service Desk

64%
9.5

IBM Control Desk

95%
IBM Control Desk ranks higher in 7/7 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
10.0
100%
2 Ratings

Expert directory

5.0
50%
1 Rating
9.0
90%
2 Ratings

Service restoration

6.0
60%
1 Rating
9.9
99%
2 Ratings

Self-service tools

5.0
50%
2 Ratings
9.0
90%
2 Ratings

Subscription-based notifications

6.9
69%
2 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

7.4
74%
2 Ratings
8.9
89%
2 Ratings

ITSM reports and dashboards

7.9
79%
2 Ratings
10.0
100%
2 Ratings

ITSM asset management

7.5

ChangeGear Service Desk

75%
9.3

IBM Control Desk

93%
IBM Control Desk ranks higher in 3/3 features

Configuration mangement

7.4
74%
2 Ratings
9.0
90%
2 Ratings

Asset management dashboard

7.0
70%
1 Rating
9.0
90%
2 Ratings

Policy and contract enforcement

8.0
80%
1 Rating
9.8
98%
2 Ratings

Change management

7.3

ChangeGear Service Desk

73%
9.6

IBM Control Desk

96%
IBM Control Desk ranks higher in 3/3 features

Change requests repository

8.5
85%
2 Ratings
9.9
99%
2 Ratings

Change calendar

6.9
69%
2 Ratings
10.0
100%
1 Rating

Service-level management

6.5
65%
2 Ratings
9.0
90%
2 Ratings

Attribute Ratings

  • IBM Control Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
9.9

IBM Control Desk

99%
2 Ratings

Usability

8.0

ChangeGear Service Desk

80%
1 Rating

IBM Control Desk

N/A
0 Ratings

Support Rating

ChangeGear Service Desk

N/A
0 Ratings
5.0

IBM Control Desk

50%
2 Ratings

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

For companies or persons who want to critically monitor the IT assets in their systems, IBM Control Desk is the program that will make them swiftly identify mistakes and provide possible solutions for them. Furthermore, IBM Control Desk is a straightforward communication program between the ICT department and the end users, where they articulate a challenge and it is immediately sorted out. IBM Control Desk monitors even the functionality of the software in the systems.
Charlie Ndogo | TrustRadius Reviewer

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

  • IBM Control Desk support is not the best, and if it is present, its assistance is minimal.
  • The importance of documentation is something that IBM Control Desk has also slightly ignored, and it facilitates learning.
  • Conservative in integrating with some other extensions or software.
Charlie Ndogo | TrustRadius Reviewer

Pricing Details

ChangeGear Service Desk

General

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

Starting Price

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
  2. none
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
  1. none
Additional Pricing Details

IBM Control Desk

General

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

Starting Price

IBM Control Desk Editions & Modules

Additional Pricing Details

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

Ease of configuration is a credible feature from the application, as we have the flexibility of personalizing the software for our needs. Also, IBM Control Desk captures the software problems and issues us with extensive answers for them. The communications that IBM Control Desk makes between the company's ICT department and the users is fruitful and speeds the business operations.
Charlie Ndogo | 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

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