IBM SmartCloud Control Desk vs Infraon Desk comparison

Why PeerSpot?

IBM and EverestIMS are both solutions in the Help Desk Software category. IBM is ranked #32, while EverestIMS is ranked #35. Additionally, 88% of IBM users are willing to recommend the solution, compared to 100% of EverestIMS users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

IBM SmartCloud Control Desk and Infraon Desk compete in the IT service management domain. While IBM SmartCloud is known for its comprehensive functionality, Infraon Desk is favored for its cost-effectiveness and simplicity.

Features: IBM SmartCloud Control Desk offers asset management, service catalog, and change management, known for their integration capabilities. Infraon Desk focuses on incident management, workflow automation, and user-oriented configurations, appealing to businesses needing essential ITSM functionalities.

Ease of Deployment and Customer Service: IBM SmartCloud's deployment requires intricate configurations with methodical customer service. Infraon Desk ensures quicker deployment and provides responsive ongoing support, suiting organizations prioritizing swift implementation.

Pricing and ROI: IBM SmartCloud Control Desk has a higher initial setup cost due to its enterprise-level features, offering significant long-term ROI for complex requirements. Infraon Desk maintains accessible pricing with a lower upfront investment, providing favorable ROI for budget-conscious businesses.

To learn more, read our detailed IBM SmartCloud Control Desk vs. Infraon Desk Report (Updated: September 2026).

Buyer's Guide

IBM SmartCloud Control Desk vs. Infraon Desk

September 2026

Download the complete report

Helped 913,806 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

Klemen Muhvič

Computer System Engineer at Informatika d.d.

Has centralization and asset management features, and a helpful and knowledgeable technical support team

What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk.

Read full review

reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"For business professionals, it automates repetitive tasks and enhances efficiency and cost savings."

"We are getting approximately two hundred percent return on investment from Automation Anywhere throughout our automation journey, including RPA and our current Agentic Process Automation implementation, which is definitely a very good ROI we are receiving from Automation Anywhere."

"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."

"My organization has worked with multiple clients and helped them automate their repetitive and mundane processes, and these organizations have seen a drastic increase in employee productivity, reduced human errors, and better SLAs, all of which leads to customer satisfaction."

"The most valuable feature is the ease of use. It's very user-friendly."

"The error handling and troubleshooting are very good, and it is easy for a developer to know what happened in any particular line of code."

"The initial deployment is not difficult at all for someone doing it for the first time."

"Removing manual tasks has been beneficial. It works effectively."

More Automation Anywhere pros

"The solution has been stable."

"What I like about the Control Desk is that everything is centralized, you have all the requests in one place, you know which ones are for whom and who is working on them, so you have one big package and nothing is lost."

"The solution is very easy to work with."

"SLA integrations, reports, and integration with other applications are the most valuable."

"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."

"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."

"Overall, it has helped us continuously improve our business processes."

"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."

More IBM SmartCloud Control Desk pros

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

Cons

"Automation Anywhere has a persistent click-related issue that can make automation difficult, particularly in unattended environments."

"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."

"For our legacy systems, we are finding it very difficult to use the automation."

"The local support in Brazil could improve. While it has gotten better in the last few months, we've struggled as a global company trying to contact them sometimes."

"We have used the technical support. I am quite unhappy with the support part."

"With Citrix, we need a dedicated server to work with it. This has become complicated, as it is not easy to pull all the systems together into one place. It would be better if the Automation Anywhere team could make this easy and simple."

"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."

More Automation Anywhere cons

"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."

"The solution lacks a graphical user interface."

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."

"It could use more facility or flexibility for reporting, and business intelligence in the tool."

"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk."

"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."

"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."

"Their technical support can also be improved in terms of response time."

More IBM SmartCloud Control Desk cons

"Better connectivity and integration with more collaborative platforms would be helpful."

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

Pricing and Cost Advice

"Our annual licensing costs are around $100,000 a year."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

"Our licensing costs are setup on an annual basis."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"We purchase on a bot basis. Our costs are approximately $5,000."

"The price is very reasonable."

More Automation Anywhere pricing and cost advice

"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."

"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."

"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."

"The pricing model is very competitive."

"The price of this solution is reasonable and it was well within my budget."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

913,806 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Comms Service Provider

12%

Outsourcing Company

12%

Performing Arts

12%

Construction Company

11%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	6
Large Enterprise	3

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

Ask a question

Earn 20 points

Ask a question

Earn 20 points

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs IBM SmartCloud Control Desk

Compared 14% of the time

JIRA Service Management vs IBM SmartCloud Control Desk

Compared 11% of the time

Ameyo Fusion CX vs IBM SmartCloud Control Desk

Compared 10% of the time

SCSM vs IBM SmartCloud Control Desk

Compared 7% of the time

Ivanti ITSM vs IBM SmartCloud Control Desk

Compared 6% of the time

More IBM SmartCloud Control Desk Competitors

Motadata ServiceOps vs Infraon Desk

Compared 16% of the time

SCSM vs Infraon Desk

Compared 15% of the time

JIRA Service Management vs Infraon Desk

Compared 8% of the time

ServiceNow vs Infraon Desk

Compared 6% of the time

SymphonyAI IT Service Management vs Infraon Desk

Compared 6% of the time

More Infraon Desk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IBM SmartCloud Control Desk

September 2026

Download IBM SmartCloud Control Desk product report

Buyer's Guide

Help Desk Software

September 2026

Download Infraon Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

SmartCloud Control Desk

Everest Service Manager

Interactive Demo

Automation Anywhere

Demo not available

IBM

Demo not available

EverestIMS

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

IBM SmartCloud Control Desk offers robust integration capabilities, effective SLA integrations, automated workflows, and comprehensive reporting. Its flexibility and centralized request management enhance service efficiency, making it ideal for detailed issue tracking and resolution in IT environments.

IBM SmartCloud Control Desk is designed to streamline IT support, ticketing, and incident management. By integrating seamlessly with existing infrastructures, it centralizes service requests and IT asset management. Its automated processes ensure efficiency from initiation to resolution, reducing the chances of oversight. The platform's adaptability supports both on-premises and cloud deployments, making it suitable for industries like telecommunications and IT services. However, users often face challenges with support responsiveness, outdated interfaces, and difficulties with email integration, particularly affecting images and attachments.

What Are the Key Features of IBM SmartCloud Control Desk?

Integration Capabilities: Seamlessly integrates with various systems to enhance functionality.
SLA Integrations: Strong service level agreement management ensures SLAs are met.
Automated Workflow: Full automation of processes from start to resolution.
Robust Reporting: Comprehensive reporting tools for detailed insights.
Request Management: Centralized management of service requests and IT assets.

What Benefits and ROI Should Users Seek?

Efficiency: Streamlines operations with automated processes, increasing productivity.
Flexibility: Adapts to organizational changes for better service delivery.
Reliability: Backed by IBM's trusted brand reputation.
Scalability: Scales with demand for growing businesses.

IBM SmartCloud Control Desk is widely implemented in telecommunications and IT services industries. Organizations utilize it for managing IT support, incident resolution, and system monitoring. Its ability to handle both internal and external requests effectively helps businesses streamline client communications and improve service management across different deployment models.

IBM

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Buyer's Guide

IBM SmartCloud Control Desk vs. Infraon Desk

September 2026

Free Report: IBM SmartCloud Control Desk vs. Infraon Desk

Find out what your peers are saying about IBM SmartCloud Control Desk vs. Infraon Desk and other solutions. Updated: September 2026.

DOWNLOAD NOW

913,806 professionals have used our research since 2012.

See our IBM SmartCloud Control Desk vs. Infraon Desk report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.