Compare SCSM vs. Zendesk Guide

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SCSM Logo
Read 11 SCSM reviews.
2,901 views|1,632 comparisons
Zendesk Guide Logo
3,088 views|2,739 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. Zendesk Guide and other solutions. Updated: July 2021.
521,637 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 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.""The most requested feature from our customers is the helpdesk ticketing system."

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"The product offers very good management. It has a great ability to assign tickets based on content.""It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

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Cons
"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.""The user interface needs to be improved."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
"Licensing can be complex and confusing.""The price should be lower."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

More Zendesk Guide Pricing and Cost Advice »

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Questions from the Community
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Top Answer: It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features… more »
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director… more »
Ranking
Views
2,901
Comparisons
1,632
Reviews
11
Average Words per Review
757
Rating
6.6
Views
3,088
Comparisons
2,739
Reviews
2
Average Words per Review
1,464
Rating
7.0
Popular Comparisons
Also Known As
System Center Service Manager
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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.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Offer
Learn more about SCSM
Learn more about Zendesk Guide
Sample Customers
Fibabanka, UMC Health System
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company24%
Government15%
Comms Service Provider14%
Manufacturing Company4%
REVIEWERS
Computer Software Company27%
Financial Services Firm14%
Non Profit9%
Marketing Services Firm9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider24%
Government5%
Educational Organization4%
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
REVIEWERS
Small Business42%
Midsize Enterprise40%
Large Enterprise19%
Find out what your peers are saying about SCSM vs. Zendesk Guide and other solutions. Updated: July 2021.
521,637 professionals have used our research since 2012.

SCSM is ranked 7th in IT Service Management (ITSM) with 11 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. SCSM is rated 6.6, while Zendesk Guide is rated 7.0. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Device42, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk. See our SCSM vs. Zendesk Guide report.

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