We performed a comparison between ManageEngine ServiceDesk Plus and SCSM 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."The workflow automation is the most valuable feature of this solution."
"The solution is free for up to five users."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"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 have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The most valuable feature is the ticketing system which is working well."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"Many more features than other comparable products."
"The most valuable feature is the reporting of incidents."
"It is a simple solution that is easy to configure."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This solution is easy to use."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The solution offers good productivity at a low price point."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"The self-service feature for end users and the knowledge base need to be improved."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The solution, overall, is expensive."
"The solution’s reporting could be improved."
"We would like to see a web-based interface that works on mobile devices."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"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 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."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while SCSM is ranked 11th in IT Service Management (ITSM) 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, BMC Helix ITSM and Zoho Desk, 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.
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