Compare Cherwell Service Management vs. SCSM
Cherwell Service Management is ranked 16th in IT Service Management (ITSM) with 2 reviews while SCSM is ranked 5th in IT Service Management (ITSM) with 9 reviews. Cherwell Service Management is rated 6.6, while SCSM is rated 6.8. The top reviewer of Cherwell Service Management writes "Good dashboard and reporting functionality, but overall not very user-friendly". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM and JIRA Service Desk, whereas SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus.
Most Helpful Review | |
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Quotes From Members
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros | |
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 dashboard is very useful to get a quick overview of current tasks. | 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. SCSM is easy to learn because all of the material, including training videos, can be found online. A very convenient package like an all-in-one tool but it is actually five or six products acting well together. The solution is quite easy to integrate with other Microsoft products. The call logging is the solution's most valuable feature. It's very easy to use. 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. |
Cons | |
The stability, specifically in the on-premises deployment model, could be improved. | 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. Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration. Resources for understanding compliance and relative compliance need to be made available. 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. 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. Mobile application integration would be an improvement. 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 price of this solution is high and it needs to be cheaper. |
Pricing and Cost Advice | |
Information Not Available | Licensing can be complex and confusing. It is an expensive solution. It is a lower price vs. other things on the market. |
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Ranking  | |
Views 2,467 Comparisons 1,958 Reviews 2 Average Words per Review 262 Avg. Rating 6.5 | Views 3,017 Comparisons 2,068 Reviews 9 Average Words per Review 747 Avg. Rating 6.8 |
Top Comparisons | |
 Compared 64% of the time.  Compared 11% of the time.  Compared 5% of the time. | Compared 45% of the time. Compared 16% of the time.  Compared 15% of the time. |
Also Known As | |
| System Center Service Manager | |
Learn | |
| Cherwell Software | Microsoft |
Overview | |
| Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built. | System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset. |
Offer | |
Learn more about Cherwell Service Management | Learn more about SCSM |
Sample Customers | |
| Ausenco, Highlights for Children, B/E Aerospace | Fibabanka, UMC Health System |
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
398,050 professionals have used our research since 2012.
See also Cherwell Service Management Reviews, SCSM Reviews, and our list of Best IT Service Management (ITSM) Companies.
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