What users are saying about
8 Ratings
8 Ratings
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Score 7 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

4.4

Hornbill

44%
9.6

IBM Control Desk

96%
IBM Control Desk ranks higher in 7/7 features

Organize and prioritize service tickets

6.0
60%
3 Ratings
10.0
100%
2 Ratings

Expert directory

3.0
30%
3 Ratings
9.0
90%
2 Ratings

Service restoration

4.0
40%
3 Ratings
10.0
100%
2 Ratings

Self-service tools

5.0
50%
3 Ratings
9.0
90%
2 Ratings

Subscription-based notifications

4.9
49%
3 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

5.0
50%
3 Ratings
9.0
90%
2 Ratings

ITSM reports and dashboards

3.0
30%
3 Ratings
10.0
100%
2 Ratings

ITSM asset management

2.4

Hornbill

24%
9.3

IBM Control Desk

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

Configuration mangement

3.9
39%
3 Ratings
9.0
90%
2 Ratings

Asset management dashboard

2.2
22%
2 Ratings
9.0
90%
2 Ratings

Policy and contract enforcement

1.0
10%
1 Rating
10.0
100%
2 Ratings

Change management

5.6

Hornbill

56%
9.7

IBM Control Desk

97%
IBM Control Desk ranks higher in 3/3 features

Change requests repository

5.9
59%
3 Ratings
10.0
100%
2 Ratings

Change calendar

4.0
40%
3 Ratings
10.0
100%
1 Rating

Service-level management

6.9
69%
3 Ratings
9.0
90%
2 Ratings

Attribute Ratings

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

Likelihood to Recommend

4.1

Hornbill

41%
3 Ratings
10.0

IBM Control Desk

100%
2 Ratings

Support Rating

Hornbill

N/A
0 Ratings
5.0

IBM Control Desk

50%
2 Ratings

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.
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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

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.
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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

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.
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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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Pricing Details

Hornbill

Starting Price

Editions & Modules

Hornbill editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    IBM Control Desk

    Starting Price

    Editions & Modules

    IBM Control Desk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Support Rating

      Hornbill

      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

      Hornbill

      No answers on this topic

      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

      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
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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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