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."For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The most valuable feature is the reporting of incidents."
"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."
"Many more features than other comparable products."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"It has more extensive features as compared to the other competitors."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The solution has a user-friendly interface."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"They need more integration with open-source products."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The configuration could be easier."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"I do not like the user interface."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"I have a problem with the way the solution's price is calculated."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The high price is a huge barrier in Portugal."
"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.
We monitor all IT Service Management (ITSM) 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.
