We performed a comparison between SCSM and ServiceNow 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 reporting is very good."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The solution is quite easy to integrate with other Microsoft products."
"It is quite scalable."
"This solution is easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"Many more features than other comparable products."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It can scale well if you are managing IT assets."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"ServiceNow is easy to use."
"I have found the workflows and integration the most valuable in this solution."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"You can scale the solution."
"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."
"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."
"We would like to see a web-based interface that works on mobile devices."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Resources for understanding compliance and relative compliance need to be made available."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"It's missing monitoring capabilities."
"The product’s standard user experience is not the best."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"Creating service catalog forms could be made easier."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. SCSM is rated 7.0, while ServiceNow is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our SCSM vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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