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."This product has helped our organization by allowing people to connect with each other."
"I've used SCSM a lot, and its features are valuable."
"Many more features than other comparable products."
"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."
"It is one of the most stable solutions in the market."
"It is a simple solution that is easy to configure."
"The solution offers good productivity at a low price point."
"The most valuable feature is that this is a Cloud solution."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The solution has very good automation tools."
"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."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"The solution is stable, scalable and easy to use."
"Once we had an issue with a desktop download that would not open."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"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."
"Mobile application integration would be an improvement."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"The setup was time-consuming and required a lot of internal resources."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"I would like to see a mobile version of ServiceNow."
"Local solutions have lower costs."
"System deployment and automation capabilities could be within the platform, similar to competitors."
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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