SCSM Review

We primarily use the solution for incident management.

The solution is quite easy to integrate with other Microsoft products.

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. 

In the next release of the solution, they should include Enterprise Service Management.

I can speak only for how well it works for small businesses, but it's not fully compliant with the ISO. It's okay for the on-premises version. I don't know about the newest version for 2019.

I don't have any experience dealing with technical support.

The initial setup isn't too difficult. It's moderate in terms of difficulty. It takes a bit of work to personalize it for our purposes.

We use the on-premises deployment model.

Right now, we aren't really that happy with the solution and are considering switching to ServiceNow.

In terms of advice I'd give to others considering implementing the solution, I'd suggest that they pay attention to their service catalogs.

I'd rate the solution five out of ten.