We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution offers a lot of opportunities for integrations."
"I like how it can be integrated and expanded with other ManageEngine products."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"I am enjoying the report features, they are quite good."
"The GUI is very good."
"Incident Management is a good feature."
"There's no problem with the software."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This product has helped our organization by allowing people to connect with each other."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"Many more features than other comparable products."
"The solution is quite easy to integrate with other Microsoft products."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is one of the most stable solutions in the market."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"Lacks some flexibility in the configuration of workflows."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"Mobile application integration would be an improvement."
"Once we had an issue with a desktop download that would not open."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Spiceworks, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our ManageEngine ServiceDesk Plus vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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