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."The solution is quite easy to integrate with other Microsoft products."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"I've used SCSM a lot, and its features are valuable."
"This solution is easy to use."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"It is quite scalable."
"This product has helped our organization by allowing people to connect with each other."
"The most valuable feature is the reporting of incidents."
"The pricing of the product is quite good. It's not too expensive."
"Simplicity of Change Manager."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"This solution is a single-storage for our user community to submit help desk tickets."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The solution has very good automation tools."
"The solution integrates well with other products."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"The configuration could be easier."
"Mobile application integration would be an improvement."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"I have found SCSM not adequate enough to carry out some functions."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"Compared to other products that I have been using, it is not as user-friendly."
"Transparency in the pricing model needs to be improved."
"The interface is not user-friendly."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
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, Appian and IBM Maximo. 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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