We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."ManageEngine provides additional modules that we can integrate in the future."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"I am enjoying the report features, they are quite good."
"The most valuable feature is its ease of use."
"This solution has provided a way to manage request tracking and resolution."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"It's stable."
"The GUI is very good."
"The reporting is very good."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It is quite scalable."
"The most valuable feature is the reporting of incidents."
"This solution is easy to use."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The solution offers good productivity at a low price point."
"It is a simple solution that is easy to configure."
"I would like to improve the task management module and analytics."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"We'd like to have more integration into other platforms."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The self-service feature for end users and the knowledge base need to be improved."
"The configuration could be easier."
"The user interface needs to be improved."
"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."
"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."
"Once we had an issue with a desktop download that would not open."
"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."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 23 reviews while SCSM is ranked 14th in Help Desk Software with 9 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes " A complete ITSM tool offering easy workflows and modules to its users". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and Spiceworks, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our ManageEngine ServiceDesk Plus vs. SCSM report.
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