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 »
Khaled Mostafa Gaafar
Consultant
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Jun 25 2020

What is most valuable?

Ticketing systems these days are based on ITIL framework. The solution has incident management, change management, request fulfillment management, release management, problem management, and CMDB also. With integration capabilities with the… more »

What needs improvement?

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. There are very few default reports available and to create a… more »

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

The solution does charge for add-ons and third party installations most of the time.

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

I also work on ServiceNow, Service Manager is nothing comparable to ServiceNow. You cannot really compare it to ServiceNow. The majority of market share is divided between BMC Remedy, ServiceNow, and Avanti Service Manager. Now they are all… more »

What other advice do I have?

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 Service Manager SCSM, and ServiceNow ITSM. Our company… more »
Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,168 professionals have used our research since 2012.
Real User
Managed Service Specialist at a tech services company with 51-200 employees
Mar 15 2020

What is most valuable?

Microsoft System Center Service Manager is a good product. It seems very easy. It's better than most of the other solutions. But if you look at some of the packaging that goes with other solutions, they have only just a few features. They cannot do what Microsoft can do. But because of their… more »

What needs improvement?

For this product, they are supposed to have an integration that will work with other resources in Microsoft Azure and other cloud providers because everything is going towards Azure now. I see how people are moving from on-premise to the cloud. So that's the direction we are looking at. And as an… more »

What other advice do I have?

Others that need this product that want to implement this product need to know what they need and be knowledgable about it. The problem we're having with the customer is they don't know what they need. After sitting with them we analyze and see what they need. They may not even require a lot of… more »

Which other solutions did I evaluate?

The difference between them is the integration. Because Microsoft can do a seamless integration to all the solutions. But when you are dealing with a third party you have to look for a problem, do the customization before you start allowing it to speak to the solution. So that is what is different… more »
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 »
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 »
Dwight Hill Sr.
Real User
Configuration Manager, MPE USARUER, G3, MCSD at General Dynamics Information Technology
Aug 06 2020

What is most valuable?

The most valuable feature in this solution for me is the reporting.

What needs improvement?

I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to do. Probably the price and configuration… more »

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

It is an amazing solution but the pricing could be improved to be a little more competitive.

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

We previously used SCCM (System Center Configuration Manager) and SCCPM (Software Configuration, Change, and Process Management). We actually still use all of these solutions. We just apply them in different use cases.

What other advice do I have?

I would recommend this as a solution to other people considering it. But just as with everything and anything, people need to educate themselves as to the services that the application offers. It has to fit the need to be worth the cost and… more »
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 »
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.
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Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,168 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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