11 Ratings
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Score 10 out of 100
48 Ratings
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Score 8.3 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

9.6

IBM Control Desk

96%
7.8

Microsoft System Center Service Manager

78%
IBM Control Desk ranks higher in 6/7 features

Organize and prioritize service tickets

10.0
100%
2 Ratings
8.0
80%
4 Ratings

Expert directory

9.0
90%
2 Ratings
7.0
70%
3 Ratings

Service restoration

10.0
100%
2 Ratings
7.0
70%
4 Ratings

Self-service tools

9.0
90%
2 Ratings
8.7
87%
5 Ratings

Subscription-based notifications

10.0
100%
1 Rating
7.0
70%
4 Ratings

ITSM collaboration and documentation

9.0
90%
2 Ratings
9.7
97%
6 Ratings

ITSM reports and dashboards

10.0
100%
2 Ratings
7.1
71%
6 Ratings

ITSM asset management

9.3

IBM Control Desk

93%
8.2

Microsoft System Center Service Manager

82%
IBM Control Desk ranks higher in 2/3 features

Configuration mangement

9.0
90%
2 Ratings
9.8
98%
6 Ratings

Asset management dashboard

9.0
90%
2 Ratings
8.7
87%
7 Ratings

Policy and contract enforcement

10.0
100%
2 Ratings
6.0
60%
5 Ratings

Change management

9.7

IBM Control Desk

97%
6.7

Microsoft System Center Service Manager

67%
IBM Control Desk ranks higher in 3/3 features

Change requests repository

10.0
100%
2 Ratings
6.1
61%
6 Ratings

Change calendar

10.0
100%
1 Rating
6.0
60%
5 Ratings

Service-level management

9.0
90%
2 Ratings
8.0
80%
5 Ratings

Attribute Ratings

  • IBM Control Desk is rated higher in 1 area: Likelihood to Recommend
  • Microsoft System Center Service Manager is rated higher in 1 area: Support Rating

Likelihood to Recommend

10.0

IBM Control Desk

100%
2 Ratings
8.8

Microsoft System Center Service Manager

88%
7 Ratings

Support Rating

5.0

IBM Control Desk

50%
2 Ratings
8.8

Microsoft System Center Service Manager

88%
3 Ratings

Likelihood to Recommend

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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Microsoft

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.
Read full review

Pros

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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Microsoft

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

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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Microsoft

  • 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.
Read full review

Pricing 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

    Microsoft System Center Service Manager

    Starting Price

    Editions & Modules

    Microsoft System Center Service Manager 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

      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.
      Read full review

      Microsoft

      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.
      Read full review

      Alternatives Considered

      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.
      Read full review

      Microsoft

      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.
      Read full review

      Return on Investment

      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.
      Read full review

      Microsoft

      • Save a world of time when imaging
      • Save a world of time with patch management
      • Provides decent reports to get a snapshot quickly
      Read full review

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