SCSM Alternatives and Competitors

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Read reviews of SCSM alternatives and competitors

Real User
Service Manager at a tech vendor with 51-200 employees
Oct 23 2019

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.

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.
Basem Ismail
Real User
Associate Solutions Architect at a tech services company with 51-200 employees
Mar 16 2020

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.

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.

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… more »
Real User
Information Technology Helpdesk Support at a media company with 10,001+ employees
Jul 06 2020

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.

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 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.
Get our free report covering ServiceNow, ManageEngine, Atlassian, and other competitors of SCSM. Updated: October 2020.
442,194 professionals have used our research since 2012.