SCSM Other Advice

Tariq Khan
C5ISR IT Consultant at a construction company with 501-1,000 employees
Before I was a consultant at SRB, and right now I'm working as a consultant and exploring additional products. Since the time before when the product was not that mature, I was not using SCSM for those few years. Now the product has been really changed. Especially the integration and configuration. And then also with the inclusion of Operation Manager and the Orchestrator. It is quite good now in comparison to the BMC Remedy and iTop. My advice to anyone considering the SCSM solution would be to figure out if it is the product for you by evaluating what you already have as a base and what you want to accomplish. If it is already a Microsoft shop and it is using virtual machines and using Active Directory and if all the machines are Windows-based, this is one thing. It is an easy decision. It is clear that if I'm using the virtual infrastructure from Hyper-V, we virtualize stuff and all the products and infrastructure make us a Microsoft shop, definitely go for the System Center. But, for example, if I'm working with VMware already, just go for that solution. VMware also has a lot of products. All this functionality is available using them. Or almost all. I don't think they have a ticketing system. It may have changed now. But for the configuration, they have a lot of products and opportunities. But with VMware, if you want to have it so you have Microsoft as a VM inside, it is much better to go with Microsoft instead of using something else on top of it. On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven. Maybe even between six and seven. This is because there are a few things they need to improve, especially in the interface. If you are only talking about rating the SCSM as a product, it is a different story. I'm talking about the whole System Center portfolio. SCSM cannot work alone. It needs System Center Configuration Manager at the back. If the configuration management is not there, it is very hard to manage the SCSM by itself. SCSM does not have its own CMDB. The CMDB is coming from the Configuration Manager. So it is not really a single product. If it were a complete product, and I could run it purely in one integrated solution, the rating would be higher. View full review »
ITSM & Project Management Consultant at a tech services company with 11-50 employees
I'm an ITSM consultant. I'm an IT project management consultant and I'm working on Microsoft Service Manager and ServiceNow. I specialize in these two products: Microsoft System Center Manager, known as SCSM, and ServiceNow. Our company is a Microsoft System Center Golden Partner. SCSM is an on-premise deployment. There is no cloud deploying for SCSM. We typically deal with small to medium-sized businesses. However, the product is suitable for all business sizes, including enterprise-level organizations. I'd warn users considering implementing the solution that there are some product limitations that they should be aware of. Giving the solution a rating is difficult as it depends on the customer's requirements and needs. For example, if we gave an F1 race car driver a very good car, but not a car that fits his needs, it's still a good car, it's just not right for the race car driver because it doesn't fulfill his requirements. From our experience working with the solution, I'd rate it a seven out of ten. View full review »
Managed Service Specialist at a tech services company with 51-200 employees
Some customers have integrated this solution with InTune to manage the web part of it. The initial concept of SCSM was very nice, but after the 2012 version, they have been changing it and integrating it with the cloud. Major changes have been happening about every two years. As a system integrator, we are liaising with them to discuss ideas about what customers want and in what direction they are moving. My advice for anybody who is considering this solution is to be sure about what it is they need and what problem they are trying to solve. Sometimes when we sit with a customer and analyze what they need, we find that they do not require a lot of the features that are available. However, even when the whole solution is deployed, the customer may be unsatisfied if the intended goal is not achieved. This is why I advise customers to know exactly what it is they would like to do. System Center Service Manager is a good product, and it is very easy to use. If Microsoft packaged this solution in a better way then people would appreciate it more. I would rate this solution a nine out of ten. View full review »
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Olakunle Oredein
System Specialist
We are using the private cloud deployment model. The advice I would give to others attempting to implement the solution is that you need to have a thorough, good understanding of the application, or else it may seem a bit complicated. Whoever is going to use it has to understand it or get some training. I would rate the solution eight out of ten. View full review »
Information Security Manager at Dmr
We use the on-premises deployment model. The product is very good, aside from the patch management. I'd rate the solution five out of ten. If the patch management was better, I'd rate it much higher. View full review »
Service Manager at a tech vendor with 51-200 employees
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. View full review »
Enterprise Applications Senior Manager at a comms service provider with 501-1,000 employees
I would rate this solution a six out of ten. View full review »
I would recommend this product to a colleague from another company. Overall, I would rate this solution a seven out of ten. View full review »
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
398,050 professionals have used our research since 2012.