What users are saying about
9 Ratings
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Score 9.6 out of 100
44 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

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

System Center Service Manager

I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
Mostafa Dakam | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

IBM Control Desk
9.2
System Center Service Manager
7.6
Organize and prioritize service tickets
IBM Control Desk
9.7
System Center Service Manager
8.0
Expert directory
IBM Control Desk
8.7
System Center Service Manager
7.0
Service restoration
IBM Control Desk
8.7
System Center Service Manager
6.9
Self-service tools
IBM Control Desk
9.0
System Center Service Manager
7.8
Subscription-based notifications
IBM Control Desk
10.0
System Center Service Manager
7.0
ITSM collaboration and documentation
IBM Control Desk
8.3
System Center Service Manager
8.8
ITSM reports and dashboards
IBM Control Desk
9.7
System Center Service Manager
7.4

ITSM asset management

IBM Control Desk
8.6
System Center Service Manager
7.7
Configuration mangement
IBM Control Desk
8.7
System Center Service Manager
9.2
Asset management dashboard
IBM Control Desk
9.0
System Center Service Manager
7.9
Policy and contract enforcement
IBM Control Desk
8.0
System Center Service Manager
6.1

Change management

IBM Control Desk
9.1
System Center Service Manager
6.7
Change requests repository
IBM Control Desk
8.7
System Center Service Manager
6.1
Change calendar
IBM Control Desk
10.0
System Center Service Manager
6.1
Service-level management
IBM Control Desk
8.7
System Center Service Manager
8.0

Pros

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

System Center Service Manager

  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
Anonymous | TrustRadius Reviewer

Cons

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

System Center Service Manager

  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
Matthew Smith | TrustRadius Reviewer

Support Rating

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

System Center Service Manager

System Center Service Manager 8.4
Based on 3 answers
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
Mostafa Dakam | TrustRadius Reviewer

Alternatives Considered

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

System Center Service Manager

We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
Anonymous | TrustRadius Reviewer

Return on Investment

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

System Center Service Manager

  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
Anonymous | TrustRadius Reviewer

Pricing Details

IBM Control Desk

General

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

System Center Service Manager

General

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

Rating Summary

Likelihood to Recommend

IBM Control Desk
9.3
System Center Service Manager
8.2

Support Rating

IBM Control Desk
5.0
System Center Service Manager
8.4

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