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IBM Control Desk Reviews

6 Ratings
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Score 8.0 out of 100

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January 22, 2020

Robust and efficient tool for those seeking proper IT asset management

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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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IBM Control Desk Scorecard Summary

Likelihood to Recommend (6)
8.0
Support Rating (2)
5.0

Feature Scorecard Summary

Incident and problem management
8.0
Organize and prioritize service tickets (1)
9
Expert directory (1)
8
Service restoration (1)
6
Self-service tools (1)
9
ITSM collaboration and documentation (1)
7
ITSM reports and dashboards (1)
9
ITSM asset management
7.0
Configuration mangement (1)
8
Asset management dashboard (1)
9
Policy and contract enforcement (1)
4
Change management
7.0
Change requests repository (1)
6
Service-level management (1)
8

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 Service Request Manager. This is a somewhat complex enterprise-level product competing with BMC's Remedy and ServiceNow.

Categories:  IT Service Management (ITSM)

IBM Control Desk Integrations

OneSpan Sign (formerly eSignLive)

IBM Control Desk Competitors

IBM Control Desk Technical Details

Operating Systems: Unspecified
Mobile Application:No

Frequently Asked Questions

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 Service Request Manager. This is a somewhat complex enterprise-level product competing with BMC's Remedy and ServiceNow.

Who uses IBM Control Desk?

The most common users of IBM Control Desk are from Enterprises and the Unknown industry.