We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The product scales up effortlessly and you can easily add users."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"I am enjoying the report features, they are quite good."
"I rate the solution a ten out of ten for scalability."
"Incident Management is a good feature."
"There's no problem with the software."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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 reporting is very good."
"The solution offers good productivity at a low price point."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The solution is quite easy to integrate with other Microsoft products."
"This solution is easy to use."
"They could improve the screens."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I think asset management took a hit recently."
"The documentation could be improved."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"There's no native integrations between the systems."
"The service delivery could be improved."
"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."
"They need more integration with open-source products."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"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."
"Once we had an issue with a desktop download that would not open."
"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."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SCSM is ranked 14th in Help Desk Software 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, Zoho Desk 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 Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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