Compare Cherwell Service Management vs. SCSM

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Read 12 SCSM reviews.
2,984 views|1,710 comparisons
Most Helpful Review
Find out what your peers are saying about Cherwell Service Management vs. SCSM and other solutions. Updated: March 2021.
466,310 professionals have used our research since 2012.
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.""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."

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"This product has helped our organization by allowing people to connect with each other.""The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products."

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Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"The price of this solution is high and it needs to be cheaper.""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.""Mobile application integration would be an improvement.""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.""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.""Resources for understanding compliance and relative compliance need to be made available.""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.""They need more integration with open-source products."

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Pricing and Cost Advice
"For an ITIL user, the cost is probably about 50 bucks a month."

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"It is an expensive solution.""Licensing can be complex and confusing.""The price should be lower."

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Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable.
Top Answer: There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.
Ranking
25th
out of 54 in Help Desk Software
Views
1,921
Comparisons
1,576
Reviews
2
Average Words per Review
385
Rating
7.0
5th
out of 54 in Help Desk Software
Views
2,984
Comparisons
1,710
Reviews
12
Average Words per Review
706
Rating
6.7
Popular Comparisons
Also Known As
System Center Service Manager
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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
Top Industries
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider11%
Educational Organization7%
Maritime Company5%
VISITORS READING REVIEWS
Computer Software Company24%
Government15%
Comms Service Provider14%
Construction Company6%
Company Size
No Data Available
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
Find out what your peers are saying about Cherwell Service Management vs. SCSM and other solutions. Updated: March 2021.
466,310 professionals have used our research since 2012.

Cherwell Service Management is ranked 25th in Help Desk Software with 2 reviews while SCSM is ranked 5th in Help Desk Software with 12 reviews. Cherwell Service Management is rated 7.0, while SCSM is rated 6.6. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". 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, JIRA Service Desk, BMC Helix ITSM, HEAT Service Management and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BeyondTrust Remote Support and BMC Helix ITSM. See our Cherwell Service Management vs. SCSM report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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