SCSM Review

Good technical support and works well for incident management, but the ITSM features need improvement

What is our primary use case?

I use SCSM for incident management.

What is most valuable?

The most valuable feature is the reporting of incidents.

What needs improvement?

The ITSM features have to be improved.

We would like to see a web-based interface that works on mobile devices.

For how long have I used the solution?

We have been using this solution for about one year.

What do I think about the stability of the solution?

We haven't had any problems with respect to stability. We haven't experienced any bugs or other issues.

How are customer service and technical support?

We have been in touch with technical support and I think that they are good.

How was the initial setup?

I did not install this software on the server, but my understanding is that it was straightforward. On the Help Desk side, the setup is not complex.

It took us less than one month to deploy.

Which other solutions did I evaluate?

We are currently evaluating other solutions such as ServiceNow and BMC Helix ITSM. Our intention is to replace this solution with a better one.

What other advice do I have?

This is not a product that I recommend. My suggestion for anybody who is looking for this type of solution is to evaluate ServiceNow and BMC Helix ITSM.

I would rate this solution a six out of ten.

Which deployment model are you using for this solution?

On-premises
**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Highlights
Pros
The most valuable feature is the reporting of incidents.
Cons
We would like to see a web-based interface that works on mobile devices.
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