SCSM Pros and Cons

A very convenient package like an all-in-one tool but it is actually five or six products acting well together.

We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.

Many more features than other comparable products.

SCSM is easy to learn because all of the material, including training videos, can be found online.

The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.

The reporting is very good.

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

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.

The most valuable feature is the reporting of incidents.

Resources for understanding compliance and relative compliance need to be made available.

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.

They need more integration with open-source products.

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.

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.

The configuration could be easier.

The user interface needs to be improved.

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.

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