We performed a comparison between SCSM and ServiceNow 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."The solution offers good productivity at a low price point."
"This product has helped our organization by allowing people to connect with each other."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"Many more features than other comparable products."
"It is one of the most stable solutions in the market."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The reporting is very good."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"ServiceNow provides quite good insights about what is happening in the organization."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"It has more extensive features as compared to the other competitors."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The price of this solution is high and it needs to be cheaper."
"They need more integration with open-source products."
"The configuration could be easier."
"Once we had an issue with a desktop download that would not open."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"The interface is not user-friendly."
"It's too complicated and there are too many options."
"The discovery of assets could be improved; right now they only allow for one domain."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Performance could be improved."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The solution is lacking in the mobile application area that could be improved."
SCSM is ranked 14th in Help Desk Software with 23 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. SCSM is rated 7.0, while ServiceNow is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our SCSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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