Robust and efficient tool for those seeking proper IT asset management
January 22, 2020

Robust and efficient tool for those seeking proper IT asset management

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with IBM Control Desk

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.
  • 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.

Do you think IBM Control Desk delivers good value for the price?

Yes

Are you happy with IBM Control Desk's feature set?

Yes

Did IBM Control Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of IBM Control Desk go as expected?

No

Would you buy IBM Control Desk again?

Yes

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.

IBM Control Desk Feature Ratings

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