What users are saying about
7 Ratings
7 Ratings
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Score 4.1 out of 100
9 Ratings
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Score 9.6 out of 100

Likelihood to Recommend

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
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

Feature Rating Comparison

Incident and problem management

Hornbill
4.4
IBM Control Desk
9.2
Organize and prioritize service tickets
Hornbill
6.0
IBM Control Desk
9.7
Expert directory
Hornbill
3.0
IBM Control Desk
8.7
Service restoration
Hornbill
4.0
IBM Control Desk
8.7
Self-service tools
Hornbill
5.0
IBM Control Desk
9.0
Subscription-based notifications
Hornbill
4.9
IBM Control Desk
10.0
ITSM collaboration and documentation
Hornbill
5.0
IBM Control Desk
8.4
ITSM reports and dashboards
Hornbill
3.0
IBM Control Desk
9.7

ITSM asset management

Hornbill
2.4
IBM Control Desk
8.6
Configuration mangement
Hornbill
3.9
IBM Control Desk
8.7
Asset management dashboard
Hornbill
2.2
IBM Control Desk
9.0
Policy and contract enforcement
Hornbill
1.0
IBM Control Desk
8.1

Change management

Hornbill
5.6
IBM Control Desk
9.1
Change requests repository
Hornbill
5.9
IBM Control Desk
8.7
Change calendar
Hornbill
4.0
IBM Control Desk
10.0
Service-level management
Hornbill
6.9
IBM Control Desk
8.7

Pros

Hornbill

  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
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

Hornbill

  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
Matthew Kermode | 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

Support Rating

Hornbill

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

Hornbill

No answers on this topic

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

Hornbill

  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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

Pricing Details

Hornbill

General

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

IBM Control Desk

General

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

Rating Summary

Likelihood to Recommend

Hornbill
4.1
IBM Control Desk
9.4

Support Rating

Hornbill
IBM Control Desk
5.0

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