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."It is a simple solution that is easy to configure."
"The most valuable feature is the reporting of incidents."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"This solution is easy to use."
"Many more features than other comparable products."
"Easy to integrate with third-party applications."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"Very good incident management, chain management and problem management features."
"I like that it's always up and running."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"This solution is a single-storage for our user community to submit help desk tickets."
"It is robust and very user-friendly."
"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."
"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."
"The user interface needs to be improved."
"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."
"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."
"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."
"Once we had an issue with a desktop download that would not open."
"They need more integration with open-source products."
"Performance could be improved."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The discovery of assets could be improved; right now they only allow for one domain."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"The high price is a huge barrier in Portugal."
"I have a problem with the way the solution's price is calculated."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"Licensing costs are very high."
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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