We performed a comparison between SCSM and ServiceNow 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."The solution offers good productivity at a low price point."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature is the reporting of incidents."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is one of the most stable solutions in the market."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The call logging is the solution's most valuable feature. It's very easy to use."
"Many more features than other comparable products."
"The most recent addition of SAM Premium is a game changer for many organizations."
"ServiceNow is very easy to set up."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"It can scale well if you are managing IT assets."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"I like the ease of use."
"It's great to do statuses or to review tasks."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"We would like to see a web-based interface that works on mobile devices."
"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."
"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."
"The user interface needs to be improved."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The price of this solution is high and it needs to be cheaper."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"The solution’s pricing is expensive and could be improved."
"The Express edition does not allow the option for scripting."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"The scalability needs improvement."
"One thing I don't care for is the reporting and the way it functions."
"The setup was time-consuming and required a lot of internal resources."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
SCSM is ranked 14th in Help Desk Software with 23 reviews while ServiceNow is ranked 1st in Help Desk Software 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 Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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