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."ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"I am enjoying the report features, they are quite good."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The GUI is very good."
"The workflow automation is the most valuable feature of this solution."
"I rate the solution a ten out of ten for scalability."
"This solution has provided a way to manage request tracking and resolution."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The solution offers good productivity at a low price point."
"This product has helped our organization by allowing people to connect with each other."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Offers very limited customizations."
"The solution’s reporting could be improved."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"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."
"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."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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 product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
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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.
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