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SCSM Alternatives and Competitors

Get our free report covering ServiceNow, Atlassian, ManageEngine, and other competitors of SCSM. Updated: October 2021.
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Read reviews of SCSM alternatives and competitors

SK
Service Manager at a tech vendor with 51-200 employees
Real User
Top 10
Easy to implement with Microsoft products but difficult to manage and lacks Enterprise Service Management

Pros and Cons

  • "The solution is quite easy to integrate with other Microsoft products."
  • "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."

What is our primary use case?

We primarily use the solution for incident management.

What is most valuable?

The solution is quite easy to integrate with other Microsoft products.

What needs improvement?

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. 

In the next release of the solution, they should include Enterprise Service Management.

For how long have I used the solution?

I've been using the solution for two years.

What do I think about the stability of the solution?

I can speak only for how well it works for small businesses, but it's not fully compliant with the ISO. It's okay for the on-premises version. I don't know about the newest version for 2019.

How are customer service and technical support?

I don't have any experience dealing with technical support.

How was the initial setup?

The initial setup isn't too difficult. It's moderate in terms of difficulty. It takes a bit of work to personalize it for our purposes.

What other advice do I have?

We use the on-premises deployment model.

Right now, we aren't really that happy with the solution and are considering switching to ServiceNow.

In terms of advice I'd give to others considering implementing the solution, I'd suggest that they pay attention to their service catalogs.

I'd rate the solution five out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
Real User
Top 10
A stable ticketing system but it is difficult to deploy and the interface needs to be improved

Pros and Cons

  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

What is most valuable?

The most requested feature from our customers is the helpdesk ticketing system.

What needs improvement?

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.

For how long have I used the solution?

We have been working with SCSM for about one year.

What do I think about the stability of the solution?

I am not aware of any issues related to stability.

What do I think about the scalability of the solution?

Our customers have not commented on scalability.

How are customer service and technical support?

I do not have contact with Microsoft technical support. Our team handles the technical support for our customers.

Which solution did I use previously and why did I switch?

We also have experience with Ivanti and it is the clear winner if we compare these two. It does not have the same difficulties with deployment and the user interface is better.

How was the initial setup?

This solution has been difficult to deploy in some cases. The length of time required depends on the customer's requirements and needs. If there are a lot of customized workflows then it is going to take longer.

I would say that the average time to deploy is about two weeks.

What other advice do I have?

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud.

This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine.

This solution is good for some customers but other solutions are better for different reasons.

I would rate this solution a five out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
DD
Information Technology Helpdesk Support at a media company with 10,001+ employees
Real User
Top 10
Good technical support and works well for incident management, but the ITSM features need improvement

Pros and Cons

  • "The most valuable feature is the reporting of incidents."
  • "We would like to see a web-based interface that works on mobile devices."

What is our primary use case?

I use SCSM for incident management.

What is most valuable?

The most valuable feature is the reporting of incidents.

What needs improvement?

The ITSM features have to be improved.

We would like to see a web-based interface that works on mobile devices.

For how long have I used the solution?

We have been using this solution for about one year.

What do I think about the stability of the solution?

We haven't had any problems with respect to stability. We haven't experienced any bugs or other issues.

How are customer service and technical support?

We have been in touch with technical support and I think that they are good.

How was the initial setup?

I did not install this software on the server, but my understanding is that it was straightforward. On the Help Desk side, the setup is not complex.

It took us less than one month to deploy.

Which other solutions did I evaluate?

We are currently evaluating other solutions such as ServiceNow and BMC Helix ITSM. Our intention is to replace this solution with a better one.

What other advice do I have?

This is not a product that I recommend. My suggestion for anybody who is looking for this type of solution is to evaluate ServiceNow and BMC Helix ITSM.

I would rate this solution a six out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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