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IBM Control Desk

IBM Control Desk

Overview

What is IBM Control Desk?

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…

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Pricing

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What is IBM Control Desk?

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…

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  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is IBM Control Desk?

IBM Control Desk Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(11)

Attribute Ratings

Reviews

(1-2 of 2)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our firm uses IBM Control Desk for the purpose of dealing with the management and monitoring of IT assets, evaluating their performance, and rectifying challenges that may face them limiting their operative capacity. Besides, the software evaluates the severity of any damages or defects that the assets may have, and the impacts of the corrections that can be implied. IBM Control Desk also addresses complex IT-related challenges, where extensive evaluation and rectification procedures are derived to sort challenges out.
  • IBM Control Desk is extensive in gathering data, where it clearly identifies a problem before taking any rectification strategies.
  • The configuration of IBM Control Desk is high and functional even to large businesses.
  • Lastly, IBM Control Desk works in multiple situations or scenarios, due to its advancements status.
  • 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.
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.
Incident and problem management (7)
95.71428571428571%
9.6
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
100%
10.0
Self-service tools
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
93.33333333333334%
9.3
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
100%
10.0
Change management (3)
96.66666666666666%
9.7
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
90%
9.0
  • IBM Control Desk reduces the time wastage when an IT related tool fails to work, as it identifies the mistakes instantly and issue a solution.
  • Besides, IBM Control Desk's installation plan is super friendly and cost effective, when compared with the service the application issues.
  • IBM Control Desk accuracy in identifying a problem is another benefit.
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.
HCL Notes (formerly from IBM), Zoho Campaigns, DocsApp
Score 8 out of 10
Vetted Review
Verified User
Incentivized
IBM Control Desk is used across my whole organization, mainly to address the issue related to the management of IT assets and issues related to those assets. Our customers are treated to an easy, self serviceable way to open issues related to their IT infrasctructure and software usage while we can analyse the impact of changes and corrections.
  • 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.
  • The lack of support and documentation from IBM has shown itself a real problem for those without an extended knowledge in the subject, mostly during the implementation.
  • Integration with other tools is quite lacking, although the APIs are able to compensate to some degree.
IBM Control Desk is very well suited for those looking for a proper monitoring tool for your IT assets, including both hardware management and software support. It is also a great communication tool between your IT support team and the end user of the service you're providing. But don't get it confused with IBM Maximo, Control Desk isn't suited for a general enterprise assets management, that's not the purporse of this tool.
Incident and problem management (6)
80%
8.0
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
60%
6.0
Self-service tools
90%
9.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
70%
7.0
Configuration mangement
80%
8.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
40%
4.0
Change management (2)
70%
7.0
Change requests repository
60%
6.0
Service-level management
80%
8.0
  • 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.
I haven't evaluated any other solution on the market due to the fact that by the time I started interacting with IBM Control Desk, it was the first solution of such kind implemented in our company. Our core business being the implementation of IBM Maximo played a great role in this decision.
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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