SCSM Reviews

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Tariq Khan
Consultant
C5ISR IT Consultant at a construction company with 501-1,000 employees
Nov 24 2019

What is most valuable?

The integration part of the product is the most valuable for my uses. Because at the base and out of the box, all the products that you use are already talking to each other. Microsoft has a very good solution. At the back, I have an active… more»

What needs improvement?

In SCSM (System Center Service Manager) there is a need to be cognizant of the management of the CMDB (Configuration Management Database). It needs to be improved. My initial base experience for alarms was BMC Remedy, and that works really… more»

What's my experience with pricing, setup cost, and licensing?

The licensing costs are very tricky. As far as I know, it is very tricky for all people involved in using or reselling systems center — and sometimes it confused me. It is easy to recognize that in the earlier stages, the licensing scheme… more»

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

I was using the product in 2012 and after that, I left it for a while because I had to use a different solution for a different purpose and a different job. I had just been switching between jobs and doing this or that. For a time, I was… more»

What other advice do I have?

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… more»
SergiusNkomadu
Real User
Managed Service Specialist at a tech services company with 51-200 employees
Jan 14 2020

What is most valuable?

SCSM is easy to learn because all of the material, including training videos, can be found online. When I went for training on this solution, I found it easy to learn. SCSM integrates well with other Microsoft solutions.

What needs improvement?

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. I would also like to see integration with open-source solutions allowed. In general, we would like to have the… more»

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

The main difference between SCSM and similar solutions is integration. Microsoft can seamlessly integrate with all of the other solutions. There are some products that also integrate well, but it requires somebody with experience to implement it.

What other advice do I have?

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… more»
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: December 2019.
389,475 professionals have used our research since 2012.
Olakunle Oredein
Real User
System Specialist
Aug 26 2019

What is most valuable?

The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good. Also, the solution's patches have been very useful.

How has it helped my organization?

In years past we used to go to the client to upgrade, etc. It was quite cumbersome. The solution has made managing the environment streamlined and much easier. I don't have to go to the client physically.

What needs improvement?

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… more»

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

The solution we had previously was more manual. We had to physically go to the computer to update everything.

What other advice do I have?

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… more»
EddieShilaluke
Real User
Information Security Manager at Dmr
Oct 22 2019

What is most valuable?

The call logging is the solution's most valuable feature. It's very easy to use. The solution isn't too resource-intensive.

What needs 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. They should make it easy to use and to make it possible… more»

What's my experience with pricing, setup cost, and licensing?

This solution uses the Microsoft licensing model. We pay every three years. The license includes support.

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

We did previously use a different solution. It was something that we had developed internally.

What other advice do I have?

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.
Zakriya Khalid
Real User
Technology Specialist Manager at a tech services company with 501-1,000 employees
Nov 05 2018

What do you think of SCSM?

What is our primary use case?

The primary use is for administrative use. We use it for the reporting, deployment, and ITSM services. 

What is most valuable?

It is easy to download from the Microsoft site. And, if you wish you can do a download trial, and deploy in a virtual lab. It is easy to use. It is fairly user-friendly. 

What needs improvement?

There are a few bugs. I would definitely suggest that if the end user is a layman, he needs to be trained how to use the solution properly.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

It is a stable product.

What do I think about the scalability of the solution?

The scalability is a collaborative with SCOM, and SCSM. SCSM is a configuration manager for…
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.
AbdelkarimMehdi
Real User
Enterprise Applications Senior Manager at a comms service provider with 501-1,000 employees
Oct 16 2019

What do you think of SCSM?

What is our primary use case?

We use this solution for internal IT incidents, IT requests, and the service catalog. This is an on-premises deployment.

What is most valuable?

This solution is easy to use. You don't have to create a new process.

What needs improvement?

The interface needs to support better customization. I would like to have the ability to integrate with other systems from the back-end. I am using Orchestrator and it is a little bit difficult because there are too many constraints. I want to connect to other applications to get the data directly. Mobile application integration would be an improvement.

For how long have I used the solution?

We have been using this solution for six years.

What do I think about the stability of the solution?

We have had…
Real User
xxxxx
May 18 2019

What do you think of SCSM?

What is our primary use case?

Our primary use case for this product is to manage customer service.

How has it helped my organization?

This product has helped our organization by allowing people to connect with each other.

What is most valuable?

The best thing about this product is that it is digital.

What needs improvement?

The price of this solution is high and it needs to be cheaper.

What do I think about the stability of the solution?

This is a stable solution.

What's my experience with pricing, setup cost, and licensing?

It is an expensive solution.

What other advice do I have?

I would recommend this product to a colleague from another company. Overall, I would rate this solution a seven out of ten.

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Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: December 2019.
389,475 professionals have used our research since 2012.

SCSM Questions

What is SCSM?

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.
Also known as
System Center Service Manager
SCSM customers
Fibabanka, UMC Health System
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