SCSM Review

Easy to implement with Microsoft products but difficult to manage and lacks Enterprise Service Management


What is our primary use case?

We primarily use the solution for incident management.

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

I've been using the solution for two years.

What do I think about the stability of the solution?

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.

How are customer service and technical support?

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

How was the initial setup?

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.

What other advice do I have?

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.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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