We performed a comparison between SCSM and Symantec ServiceDesk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Many more features than other comparable products."
"The most valuable feature is the reporting of incidents."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"The solution is quite easy to integrate with other Microsoft products."
"The call logging is the solution's most valuable feature. It's very easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"It is a simple solution that is easy to configure."
"I have found the overall features useful, it is intuitive and integrated."
"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."
"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 product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"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."
"The configuration could be easier."
"Once we had an issue with a desktop download that would not open."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The web services could improve with Symantec ServiceDesk. They are sometimes slow and are down sometimes."
Earn 20 points
SCSM is ranked 14th in Help Desk Software with 23 reviews while Symantec ServiceDesk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software. SCSM is rated 7.0, while Symantec ServiceDesk [EOL] is rated 8.0. 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 Symantec ServiceDesk [EOL] writes "Intuitive design, well integrated, and reliable". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Symantec ServiceDesk [EOL] is most compared with .
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