EasyVista Service Manager vs. IBM Control Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
EasyVista Service Manager
Score 9.0 out of 10
N/A
EasyVista Service Manager is the New York company's ITIL / ITSM service solution.N/A
IBM Control Desk
Score 10.0 out of 10
N/A
IBM Control Desk (formerly IBM Smart Cloud Control Desk) is available standalone or as a component of the IBM Service Engage cloud or on-premise suite of IT management software. Meant for enterprises, the IBM Control Desk is an ITIL service desk. Control Desk is a rebranded version of Tivoli's Service Request Manager. This is a somewhat complex enterprise-level product competing with BMC's Remedy and ServiceNow.N/A
Pricing
EasyVista Service ManagerIBM Control Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EasyVista Service ManagerIBM Control Desk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EasyVista Service ManagerIBM Control Desk
Top Pros
Top Cons
Features
EasyVista Service ManagerIBM Control Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
EasyVista Service Manager
8.9
1 Ratings
9% above category average
IBM Control Desk
9.6
2 Ratings
16% above category average
Organize and prioritize service tickets10.01 Ratings10.02 Ratings
Expert directory8.01 Ratings9.02 Ratings
Service restoration9.01 Ratings10.02 Ratings
Self-service tools9.01 Ratings9.02 Ratings
Subscription-based notifications10.01 Ratings10.01 Ratings
ITSM collaboration and documentation7.01 Ratings9.02 Ratings
ITSM reports and dashboards9.01 Ratings10.02 Ratings
Change management
Comparison of Change management features of Product A and Product B
EasyVista Service Manager
10.0
1 Ratings
18% above category average
IBM Control Desk
9.7
2 Ratings
15% above category average
Change requests repository10.01 Ratings10.02 Ratings
Service-level management10.01 Ratings9.02 Ratings
Change calendar00 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
EasyVista Service Manager
-
Ratings
IBM Control Desk
9.3
2 Ratings
13% above category average
Configuration mangement00 Ratings9.02 Ratings
Asset management dashboard00 Ratings9.02 Ratings
Policy and contract enforcement00 Ratings10.02 Ratings
Best Alternatives
EasyVista Service ManagerIBM Control Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.1 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EasyVista Service ManagerIBM Control Desk
Likelihood to Recommend
10.0
(1 ratings)
10.0
(2 ratings)
Support Rating
-
(0 ratings)
5.0
(1 ratings)
User Testimonials
EasyVista Service ManagerIBM Control Desk
Likelihood to Recommend
EasyVista
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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IBM
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.
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Pros
EasyVista
  • Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
  • Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
  • Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
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IBM
  • 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.
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Cons
EasyVista
  • Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
  • A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
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IBM
  • 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.
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Support Rating
EasyVista
No answers on this topic
IBM
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.
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Alternatives Considered
EasyVista
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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IBM
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.
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Return on Investment
EasyVista
  • Our turnaround time has decreased steadily use implementing use.
  • Our CIO is update on the progress of his team at all times.
  • The customers feel better informed about their requests from start to finish.
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IBM
  • 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.
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ScreenShots