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We have aggregated ratings data on IBM but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): ControlDesk

    Product is great, but implementation could have been easier.

    Overall Comment

    used a 3rd party IBM partner to implement. Partner was based ofshore (mix of onshore and offshore team).

    What one piece of advice would you give other prospective customers?

    Implementation strategy is key.

    What do you like most about the product or service?

    Features

    What do you dislike most about the product?

    the product can be clunky to navigate. too many screens/clicks to complete tasks.

    What one thing do you wish the vendor did differently?

    More timely response to cloud issues. In fairness, we have engaged the IBM leadership at the state level and they have been more responsive.

    If you could start over, what would your organization do differently?

    spend more time gathering requirements. My team did not fully understand the capabilities of the sytem before we started the project.

    Service & support - overall comment

    very good


  • 4 out of 5.0, Reviewed

    Product(s): ControlDesk

    It needs more tools to manage database be better in your appearance.

    Overall Comment

    The service works, the platform is intuitive and the end users have good results.

    What one piece of advice would you give other prospective customers?

    It`s a good experience to users, maybe be better customize same tools, but it works.

    What do you like most about the product or service?

    It really works in an easy way.

    What do you dislike most about the product?

    The time of the setup and the appearance.

    What one thing do you wish the vendor did differently?

    The time of the setup.

    If you could start over, what would your organization do differently?

    To involve more people in the project, talk more with the vendor about the major functionalities.

    Service & support - overall comment

    This is a easy tool to manage the desks from the workstations.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
4.5

Ability to understand your organization's needs

(2)
3.0

Timely and complete response to product questions

(2)
3.5

Pricing and contract flexibility (pricing and terms)

(2)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
4.0

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
3.5

Ease of integration using standard APIs and tools

(2)
3.5

Quality and availability of end-user training

(2)
4.0

Ease of deployment

(2)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(2)
3.0

Quality of technical support

(2)
4.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
4.0

Incident and Problem Management

(2)
4.5

Change, Configuration and Release

(1)
4.0

Self-Service/Request Fulfillment

(2)
4.0

IT Knowledge Management

(2)
3.5

Reporting and SLA Management

(2)
3.5

Process and Workflow Design

(1)
4.0

Data Source/ITOM Tool Integration

(1)
3.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Other...


What other vendors were considered?

ServiceNow

BMC Software

Heat Software

Microsoft

SAP


Why did you purchase an IT Service Support Management Tool?

Cost management

Improve business process agility

Improve business process outcomes

Reduce time to market


What were the key factors that drove your decision?

Breadth of services

Product functionality and performance

Strong services expertise

Strong user community