We performed a comparison between Agiloft Service Desk Suite and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"This solution is easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This product has helped our organization by allowing people to connect with each other."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"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."
"The most requested feature from our customers is the helpdesk ticketing system."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"They need more integration with open-source products."
"I have found SCSM not adequate enough to carry out some functions."
"We would like to see a web-based interface that works on mobile devices."
"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."
"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."
"The configuration could be easier."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Agiloft Service Desk Suite is rated 9.6, while SCSM is rated 7.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". 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". Agiloft Service Desk Suite is most compared with , whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
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