Compare ManageEngine SupportCenter Plus vs. SCSM

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Most Helpful Review
Use ManageEngine SupportCenter Plus? Share your opinion.
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. SCSM and other solutions. Updated: November 2020.
447,846 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 most valuable features are the ITIL compliance and billing.""We have found the reporting in this product to be very useful.""The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like.""The product is very scalable and stable when used as a help desk once it is built out."

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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
"There is no cloud-based version and it would be helpful if it were available.""I would like to see some kind of project management or portfolio management in a future version.""They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""The product is very difficult to use and configure and requires specialists.""The business model for the company is to sell low and charge for customization, education or expertise.""The tech support is terrible and that seems to be a part of their business plan."

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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
"The licensing fees depend on different criteria, including options and sizing.""ManageEngine products will always be the lowest cost in category as that is part of their business model."

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

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Questions from the Community
Top Answer: We have found the reporting in this product to be very useful.
Top Answer: I would like to see some kind of project management or portfolio management in a future version.
Top Answer: We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management.
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
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.
Ranking
17th
out of 52 in Help Desk Software
Views
196
Comparisons
162
Reviews
4
Average Words per Review
634
Avg. Rating
7.8
4th
out of 52 in Help Desk Software
Views
3,011
Comparisons
1,766
Reviews
13
Average Words per Review
674
Avg. Rating
6.7
Popular Comparisons
Compared 49% of the time.
Compared 10% of the time.
Compared 5% of the time.
Compared 4% of the time.
Also Known As
System Center Service Manager
Learn
ManageEngine
Microsoft
Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

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 ManageEngine SupportCenter Plus
Learn more about SCSM
Sample Customers
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital SystemsFibabanka, UMC Health System
Top Industries
No Data Available
VISITORS READING REVIEWS
Computer Software Company23%
Government16%
Comms Service Provider10%
Construction Company8%
Company Size
No Data Available
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. SCSM and other solutions. Updated: November 2020.
447,846 professionals have used our research since 2012.

ManageEngine SupportCenter Plus is ranked 17th in Help Desk Software with 4 reviews while SCSM is ranked 4th in Help Desk Software with 12 reviews. ManageEngine SupportCenter Plus is rated 7.8, while SCSM is rated 6.6. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". ManageEngine SupportCenter Plus is most compared with Dameware Remote Support, ManageEngine ServiceDesk Plus and ServiceNow, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BeyondTrust Remote Support and BMC Helix ITSM. See our ManageEngine SupportCenter Plus vs. SCSM report.

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.