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."SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is quite scalable."
"The solution is quite easy to integrate with other Microsoft products."
"It is one of the most stable solutions in the market."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The reporting is very good."
"This product has helped our organization by allowing people to connect with each other."
"The subsequent chain of tasks, I believe, is valuable."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"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."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"It can scale well if you are managing IT assets."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"They need more integration with open-source products."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"The interface requires an upgrade."
"Service mapping could be less complicated."
"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)."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"The solution is lacking in the mobile application area that could be improved."
"The solution's user experience could be improved concerning its UI and portals."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
SCSM is ranked 14th in Help Desk Software with 9 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. SCSM is rated 7.2, while ServiceNow is rated 8.4. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of ServiceNow writes "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". 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 Microsoft Dynamics CRM. 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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