We performed a comparison between Infraon Desk 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."There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I've used SCSM a lot, and its features are valuable."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"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."
"Many more features than other comparable products."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is one of the most stable solutions in the market."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"Once we had an issue with a desktop download that would not open."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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'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."
"They need more integration with open-source products."
Earn 20 points
Infraon Desk is ranked 39th in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Infraon Desk is rated 7.6, while SCSM is rated 7.0. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". 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". Infraon Desk is most compared with , 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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