We performed a comparison between Cherwell Service Management 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."The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"The reporting is very good."
"Many more features than other comparable products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"It is one of the most stable solutions in the market."
"The most requested feature from our customers is the helpdesk ticketing system."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"This product has helped our organization by allowing people to connect with each other."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The configuration could be easier."
"I have found SCSM not adequate enough to carry out some functions."
"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."
"Mobile application integration would be an improvement."
"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 patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Cherwell Service Management is rated 7.2, while SCSM is rated 7.0. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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