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SCSM Logo
Read 13 SCSM reviews.
2,972 views|1,802 comparisons
ServiceNow Logo
55,199 views|32,357 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. ServiceNow and other solutions. Updated: September 2020.
437,827 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 reporting is very good.The most valuable feature is the reporting of incidents.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.The most requested feature from our customers is the helpdesk ticketing system.Many more features than other comparable products.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.

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ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.I have found that sorting and grouping functions are particularly useful.It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.

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Cons
The configuration could be easier.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.The user interface needs to be improved.They need more integration with open-source products.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.Resources for understanding compliance and relative compliance need to be made available.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.

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I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.

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Pricing and Cost Advice
The price should be lower.Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.

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Questions from the Community
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.
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ranking
Views
2,972
Comparisons
1,802
Reviews
13
Average Words per Review
674
Avg. Rating
6.7
Views
55,199
Comparisons
32,357
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
Popular Comparisons
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Also Known As
System Center Service Manager
Learn
Microsoft
ServiceNow
Overview
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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about SCSM
Learn more about ServiceNow
Sample Customers
Fibabanka, UMC Health SystemAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
VISITORS READING REVIEWS
Computer Software Company27%
Government16%
Construction Company11%
Wholesaler/Distributor10%
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider10%
Government8%
Media Company4%
Company Size
REVIEWERS
Small Business42%
Midsize Enterprise33%
Large Enterprise25%
REVIEWERS
Small Business16%
Midsize Enterprise12%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise7%
Large Enterprise75%
Find out what your peers are saying about SCSM vs. ServiceNow and other solutions. Updated: September 2020.
437,827 professionals have used our research since 2012.
SCSM is ranked 4th in IT Service Management (ITSM) with 13 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. SCSM is rated 6.6, while ServiceNow is rated 8.2. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, BMC Helix ITSM, BeyondTrust Remote Support and Freshdesk, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and Cherwell Service Management. See our SCSM vs. ServiceNow report.

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

We monitor all IT Service Management (ITSM) 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.