Basem Ismail - PeerSpot reviewer
Solutions Architect at Nile
Real User
Top 10
A stable ticketing system but it is difficult to deploy and the interface needs to be improved
Pros and Cons
  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

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.

For how long have I used the solution?

We have been working with SCSM for about one year.

Buyer's Guide
SCSM
March 2024
Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.

What do I think about the stability of the solution?

I am not aware of any issues related to stability.

What do I think about the scalability of the solution?

Our customers have not commented on scalability.

How are customer service and support?

I do not have contact with Microsoft technical support. Our team handles the technical support for our customers.

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.

How was the initial setup?

This solution has been difficult to deploy in some cases. The length of time required depends on the customer's requirements and needs. If there are a lot of customized workflows then it is going to take longer.

I would say that the average time to deploy is about two weeks.

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 or ManageEngine.

This solution is good for some customers but other solutions are better for different reasons.

I would rate this solution a five out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Information Security Manager at Dmr
Real User
Good call logging but a complex setup and very bad patch management
Pros and Cons
  • "The call logging is the solution's most valuable feature. It's very easy to use."
  • "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."

What is our primary use case?

We primarily use the solution to log calls and also for change and patch management.

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 for users to log calls on the portal. It needs to be web-based. 

For how long have I used the solution?

I've been using the solution since 2012.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

I've never tested the scalability of the solution. We only have about 10 to 20 users on it right now. We don't have plans to increase the usage right now.

How are customer service and technical support?

We're happy with technical support. They've been fairly responsive. We log a call with Microsoft and they are able to log in and fix the problem for us.

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.

How was the initial setup?

The initial setup is quite complex. It requires someone with advanced knowledge to install it.

What about the implementation team?

We outsourced the implementation to a consultant. They were very good and knew exactly what to do.

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.

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
SCSM
March 2024
Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Configuration Manager, MPE USARUER, G3, MCSD at a tech services company with 10,001+ employees
MSP
Provides the reports we need to keep on top of fulfilling service requests
Pros and Cons
  • "The reporting is very good."
  • "The configuration could be easier."

What is our primary use case?

I am using this solution as a customer to do what it was built for: to help us be more efficient in tracking and delivering our services.  

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 could both be a bit improved.  

For how long have I used the solution?

I have been using SCSM (System Center Service Manager) for the last three years.  

What do I think about the stability of the solution?

We have not had any bugs or glitches with the stability of the solution that I have noticed. It is stable.  

What do I think about the scalability of the solution?

We currently have 25 users for the product. It is a mixture of engineers and end-users.  

How are customer service and technical support?

We have your own team for maintenance and do not really need to use support.  

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.  

How was the initial setup?

The initial setup was pretty simple. The deployment part did not take long at all.  

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.  

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 effort to understand.  
 
On a scale from one to ten where one is the worst and ten is the best, I would rate System Center Service Manager as an eight. It would not be higher because nothing is perfect and it does have some faults.  

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
C5ISR IT Consultant at a construction company with 501-1,000 employees
Consultant
Good flexibility and integration abilities but the interface needs improvement
Pros and Cons
  • "A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
  • "Resources for understanding compliance and relative compliance need to be made available."

What is our primary use case?

We use this for ticketing. Initially, it is just like ticketing but we wanted to have some change management configuration as well. The possibility for change management and the ticketing system are the two main use cases for this product for us. 

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 directory, I have an Operations Manager, I have the Configuration Manager, I have the Orchestrator, I have a data protection manager, and a solution for the virtualizing management as well — VMM (Virtual Machine Manager). With all of these products integrated together, when I have got a ticket it should be visible in many places. I can do automated orchestration based on the scenario. This is awesome. I can shut down as many things as I like. If I have got something wrong — if I got a critical high alert — I can even shut down my whole infrastructure within a very short period of time. 

So the integration of the whole Microsoft suites is awesome. At one end, I'm using the Virtual Machine Manager that is the core of the infrastructure. Then I have to config the manager to have the complete listing of all the items of IP in my whole environment. Then I configure the Operations Manager as well. So the ticketing system is all I need to use for any of the component products. If I get an alarm and I need to call the Operation Manager, it is just one right-click to open the menu and I can automatically open ticket orders right on that alarm. When you click it, it will open the CSM (Customer Service Management) interface. I can do it seamlessly. The whole thing works with SSO (Single Sign-on) from the backend and it is very nice and completely integrated. A very convenient package like an all-in-one tool but it is actually five or six products acting well together. 

The ticketing can be automated and I can also manually create the ticket on a particular severity level. For the other IT products — even something like BMC Remedy — SCSM will integrate with these other products and you can generate alarms from those as well. There are many things it can do. But in the BMC example, the monitoring is not done by the BMC Remedy product itself. It is a pure IT solution with SCSM and CMDB (Configuration Management Database) controlling the process. Microsoft manages it so all things are working together once they are integrated.

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 well. From that example, I could see the concept of what the CMDB does but also what it was not doing. So in the SCSM, you can improve the CMDB by using customization on the interface. Because you are able to add configuration items a little easier, SCSM can be much better at doing the job that you need it to do. If I need a separate tool for customization or to add a class, this is the hard way and it makes the tool harder to use. For example, if I need to add a level of severity or if I need to add something else which is not related to IT in some other product, that ends up being harder to customize in BMC than SCSM — even if I know about CMDB. 

Products that are more difficult will, of course, make it a little tricky for people with less experience to work with. In SCSM, there are some features they provide for you to customize. It is a very easy graphic interface where you can add your stuff in a very easy way. It is different than doing it with the CSM (Content Management System). I know how to do it with CSM because I have already done it. But for the other people with less experience, it is much harder in BMC if you look at the level of difficulty by comparison. 

I would like to also see improvements in the CMDB. One of the recommendations I will make is that searches for ITIL (Information Technology Infrastructure Library) level V3 or V4 compliant software at SCSM have more complete disclosure. There is no real database, resource or content that exists to help support users find this information. It puzzles me as to why because it can only enhance the utility of the software.

If you search the internet, you will not even see if Microsoft SCSM is compliant with some particular software. It is compliant, and I know it is compliant, but I do not know if it is fully or partially or only marginally compliant. This type of information should be made readily available and should be there to access as the manufacturer knows the answers and compliances.

For how long have I used the solution?

I used the product for at least five years, from before the time that it was a mature product.

What do I think about the stability of the solution?

For many years with Microsoft, if there was some problem, the common solution was that you just restart the machine. This is what users had been doing for ten or fifteen years. Previously, I had a very bad experience with the stability of Windows 2008, Windows 2008R2 and the configuration manager as well. It would need to be restarted often. But now my experience improved a lot. The release in 2012 was a really amazing improvement. Then in 2016 it improved more — and even more in 2019. The stability of the products might have been something of a problem and even a joke before, but now it is really much, much better. 

What do I think about the scalability of the solution?

Of course, the product is scalable. I think that you can add 100,000 configuration items or even more than that. I do not remember exactly, but it is much more than before with earlier versions and probably more than most people will ever need.

How are customer service and technical support?

Normally Microsoft support will become directly involved with you only if you are a big enterprise. They give you a big tour, they may even give you a resident engineer. But normally you get support from the vendors or from the partners. If the vendors or the partners can resolve your issues then that is okay. Otherwise, the partner will open up a ticket with Microsoft directly. 

I think, overall, it is a good service and solution. Sometimes it takes a little time to get a resolution, but it depends upon the severity level of the issue. If you have an SLA (Service Level Agreement) the partners work hand-in-hand with Microsoft. The support is very nice and it works well, but you need to pay more to get the service and this is the only thing about working with technical support that some people will not want to do.

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 using BMC Remedy and I was managing to work with it pretty well. It was deployed by the client. At that time, I was working with Huawei.

BMC Remedy, too, is a good solution. Then I changed jobs again and, for a while, I used an open-source solution called iTop. It is an exact copy of BMC Remedy with only a few things missing. So between times where I was working with System Center, it was a quite long time — more than five years. Now I am working with it again as a service manager myself.

At my current job, I'm a consultant. So when the vendor told me they were going to use System Center in 2016, I had to learn how everything worked again. I knew the product before and it was good. After we did a small deployment and went to see the demos, we decided to go with SCSM. We told our clients that it would work perfectly. We started working on a big government project that I needed to add sites, or apps, and some other items which are not actually IT. I hadn't done these things before so it was not very easy at first, but it was possible. You just needed to add and define a new clause and you could do many things. After that, we realized it was pretty easy and that we could add anything that we wanted. That type of flexibility was really an attractive point.

How was the initial setup?

From the infrastructure perspective, the setup is not a big deal. It is really simple. But from the operation perspective, you need to define the SLA (Service Level Agreement) and you need to define how you use the chain management copy process. You need to define your own clauses and many things that can take six months or one year. It depends on your situation. If you need to customize it, the customizing takes time. 

Many of the things are out of the box and they do not need a lot of customization. On the other hand, too much customization is not the way it should go. It may cause problems later. It should be as straightforward as possible for deployment and not add complexity just for complexity's sake. A little development for a few things, especially for the integration, should be what you want to shoot for.

What about the implementation team?

I was an assistant administer before for 10 years. So all these products have gone through my hands. I know them all. I have clients and consult with them on their deployments. Some have already deployed SCSM or I may have clients who are looking to implement SCSM in their organization. I have to evaluate what each type of client needs and make appropriate suggestions. I deploy myself because I have the hands-on experience.

What was our ROI?

If you use the complete product and you can fully support the Microsoft System Center, the ROI is very high with this product. What we do normally — and as I see customers do — we are only using a small number of features available in all the individual products we license. Just like when I use SCSM, I only use it for ticketing or some other specific task. It is not utilizing what the product can do.

For Configuration Manager, only using it for the automatic deployment to push updates and nothing else is not utilizing the product, because it can do much more. For the Operations Manager, we normally only just use it for monitoring the alarms, and again it can do much more. If I go to the dashboard and I learn to use the product for capacity planning and the other features that can help me with my productivity, its ROI is higher. It is just a matter of learning about the product and taking advantage of it in ways that help you make the most of what you do and how it can help you do it.

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 was different. Now you pay for the infrastructure level. You have to pay based on the processor and core. The requirements changed to eight cores for the infrastructure. Then if you need the tech support it is extra as part of the license. In my situation, I do not want to have the support contract from Microsoft because the partner will do support for me. So even to this point, the licensing is sometimes a little complex rather than straightforward. 

The conditions of the license depend upon the number of items in the infrastructure, but that is only one part of the agreement. That would be how many servers or how many instances are need to deploy based on the actual scenario and configuration. They increase the license cost according to individual situations based on how many devices need to be monitored. The products themselves come in a bundle, which is easy. You need to just purchase the desired package for the products. But licensing is actually not as simple as just picking the package of products. If I get the products in one of the bundled licensing schemes, I will get those products. But for the products, I need to buy additional licenses. So there are a lot of factors that drive the final license cost.

By comparison, VMware — and with many other products — licensing can be very straightforward. But this is not the case for Microsoft SCSM.

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 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.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
PeerSpot user
SergiusNkomadu - PeerSpot reviewer
Service manager at Signal Alliance LTD
Real User
Great integration with progressive movement to the cloud but has limited features
Pros and Cons
  • "Many more features than other comparable products."
  • "They need more integration with open-source products."

What is our primary use case?

We have the product installed on-premise but we are starting to integrate some of the cloud functionality. We are a systems integrator so we deploy the solution for our clients. We're deploying it for some banks that are big companies. We're doing for some small companies that are growing to help them with their growth. It depends on the demand of the customer and whether the customer can pay the license that is attached to it. So if the customer can pay, we go on with the deployment.

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 packaging and whatever they do, they seem to cover Microsoft in some areas.

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 integrator, we're supposed to tell them the importance of it and how they will migrate and move on. We would like the integration process to be more simplified. They would have to allow some open-source that is a good product to speak to them even to lead to the open-source product. If the open-source product wants to talk to Microsoft or Service Manager they should have an API to do it.

For how long have I used the solution?

I've been using Microsoft System Center Service Manager for six years now.

What do I think about the stability of the solution?

Microsoft has been changing, and It's still changing. It's like its working on some future solution in the System Center. Integrating more features in the cloud. So it's starting to provide some of the solutions. Microsoft uses the System Center to manage all the applications in the cloud and people are still afraid that they may drop everything and make everybody go to the cloud.

What do I think about the scalability of the solution?

Microsoft System Center Service Manager scales very easily. Compared to other solutions that work similarly, I find that it's very easy to deploy. The customization seems to be easy as well. But if that person did not know the primal asset office and IT solutions it is more difficult.

How are customer service and technical support?

I contacted support when I did the integration in the cloud. That is the first time I contacted support. It seems that the support is at the same level I am. So many times I go to the website of Microsoft to get information. But sometimes the documentation cannot give me exactly what I need. This makes me frustrated because I don't have time to call. They need to improve their support. When you cannot support the company that has your solution people will start to jump to another company that has a similar solution where somebody can support them if they have a problem. Bad support drives away in the business.

How was the initial setup?

The initial setup is very nice. But after 2012 they changed the pattern of the solution because they are integrating it with the cloud. It takes more time to make a change. Because it's as if to say the change occurs every two years. I'm talking about people. People that manage it. I teach them about every two years to do it. When I started with it, I went for training, after the training, it was easy for me. So I cannot say that it's something somebody cannot easily learn from scratch from different services. Because all the material is online even video training is there. It is pretty easy to set up if you have the right training. It took me five days to set up. This included integrating WSCS with ACCM.

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 between them but some of them are okay. Then some of them can be easily integrated some experience for somebody to arrive at a good answer.

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 features in that solution which seems to be easy for us but when that customer is knowledgable even if we deploy the whole portions of the solution that person will not be surprised if something is not achieved. So I advise customers to know exactly what they need in each System Center Service Manager. 

I would rate it at a nine out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
System Specialist
Real User
A solution that allows for easy remote upgrading of systems that's scalable
Pros and Cons
  • "The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
  • "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."

What is our primary use case?

We use it when we want to push out OS upgrades to our users around the world.

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 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.

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 the client's system crashes, it would be good if the solution could revert back somehow.

For how long have I used the solution?

I've been using the solution for three years.

What do I think about the stability of the solution?

The solution is quite stable. We don't have errors or bugs or anything like that.

What do I think about the scalability of the solution?

The solution is scalable. It's easy to expand. We don't have plans to increase usage at this time, however.

How are customer service and technical support?

Technical support is good. They are very responsive.

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.

How was the initial setup?

The initial setup was a bit complex. It wasn't that user-friendly. My team had to play around with it a bit.

What about the implementation team?

We implemented the solution ourselves.

What was our ROI?

I think it's the value for money we are seeing in terms of ROI. We've saved a lot of man-hours. We have branches in the US and a lot of times in the past it used to involve you going over there, you meet your team member and having to actually fly physically. Now, most of the software we do remotely.

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. Whoever is going to use it has to understand it or get some training. 

I would rate the solution eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Consultant
Good technical support and integration capabilities but it needs to be easier to create custom reports
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

We primarily implement the solution to clients.

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 other system centers like SCCM & SCOM, for example, we are able to build robust CMDB configuration management database.

It has some advantages and some disadvantages like any software, but overall, most customers just prefer the product.

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 custom report requires some special skills. The solution would benefit from making reporting and creating custom reports much easier and user-friendly.

Microsoft is a technology giant so they have the resources to do improvements or enhance the product, but I don't know if they will invest in it. It depends on their policy or their long-term development plans. Other ITSM solutions, for example, have other resources and they have very strong, and very flexible reporting modules that are easy to use. Microsoft should emulate them and do the same to enhance their product.

The customization in the form is not easy. It requires if we want to customize a form (like a change management or incident form) an installation of some tool called Services Manager Altering Tool. This is difficult. In comparison, in ServiceNow, you can add a custom field, and do some changes right in the form. With Service Manager, yes it is there and we can do it, but it is not easy or straightforward. We require special skills to make it happen. It needs to be easier.

The solution would benefit from offering a web interface and a better Sales Service Portal.

If the solution could add event planning and event management as a feature in the future that would be ideal. Currently, event management is measured within incident management, which is not the best practice according to ITIL when we integrate the SCSM with SCOM. SCOM is a monitoring tool in System Center and when SCOM triggers an alert and creates a ticket in Service Manager, it goes in as an incident ticket. I believe it's supposed to be an event. However, I suppose it could be either an incident or event, depending on the type, severity, or nature of the issue.

For how long have I used the solution?

I've been using the solution for nine years.

What do I think about the stability of the solution?

There are some issues with the system. For example, sometimes the workflows get stuck. However, overall, it is a stable solution. Any software in the world will have bugs and defects. Still, we cannot say, "No it is unstable." It's stable - just with a few issues. This is typical.

What do I think about the scalability of the solution?

In terms of scalability, the good thing in SCSM is that it has a lot of add-ons and third-party tools can be installed on it. There is a wide range of products can be installed, but the problem is while most can be installed, they often cost money in order to install them. We need to either appreciate the license we have or buy the add-on product from the vendor. 

How are customer service and support?

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. 

Overall, they are very good. We'd rate them eight out of ten.

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 challenging SCSM and trying to get into the market. Although they are doing a good job, I have experienced using ServiceNow. I do have some knowledge about Avanti Service Manager, however. 

There's a good product that is suitable also for small and medium enterprises which like ManageEngine Servicedesk Plus. I had experienced it more than eight years ago. I had implemented the tool in my environment or in my work back then and it was very good and I loved working with it but I'm not working with it anymore.

Service Manager is not doing very well because, for example, there is no default web application and in order to use Service Manager we have to use the desktop console which is a disadvantage. If we need to have a web console or web application then we need to buy a solution from a third party company. 

Since the other products are already web-based applications, we don't need to buy a third-party solution to have access. It just seems to be the case with Service Manager that there's only the desktop. It is one of the main disadvantages along with the issues surrounding reporting. The reporting is very poor in Service Manager unless you have someone who has good skills and a strong technical background.

How was the initial setup?

The initial setup is not very complex, but it requires some basic knowledge and skills to understand how to install the SQL server. It's not straightforward, either. It's something in the middle. However, it requires some technical know-how. That said, it is easy to learn how to install it. It's not like SCCM for example. System Center Configuration Manager is much more complicated. There are others as well that are not easy to install. This solution is just much simpler to handle in comparison.

In terms of deployment, the basic installation could take one day just to install the servers without any configuration or special customization taken into account. It might take one to two days, or, more likely, one and a half days to install the basic servers and to prepare the infrastructure for the program. 

In order to configure the product and make the customizations based on the customer needs or requirements, it could take as long as three or four months. That's on average. It could also take up to six or eight months for a full deployment, but it depends on the client.

You only need one person to deploy the solution. Any ticketing system, any ITSM tool, doesn't require many human resources in order to complete the project. Products like ServiceNow might require more people. One for implementation, and one for the development, for example. In Service Manager, we might need one more person who has some SQL reporting skills who can help us create a custom report. For a normal installation, however, one consultant is enough.

You also only need one person to maintain it. Sometimes after doing the project, after completing the project via one consultant, we assign another consultant for the maintenance. However, the maintenance itself is quite minimal.

What about the implementation team?

We are consultants and help clients handle the implementation of the product.

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.

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 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.

Which deployment model are you using for this solution?

On-premises

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Information System Auditor (IT Audit) at a financial services firm with 1,001-5,000 employees
Real User
Responsive technical support, scalable, and stable
Pros and Cons
  • "The support from Microsoft is good and we also have local support on the ground in Nigeria."
  • "I have found SCSM not adequate enough to carry out some functions."

What is our primary use case?

I am part of an auditing team in a bank in Nigeria and we use SCSM for service management when it comes to unknown errors and knowledge problems. We use it in our service technology management system because we are ISO 20000 certified. For most of our service technology issues, such as internal customer requests and solving incidences we escalate them to the second level and log them into the necessary departments.

What needs improvement?

I have found SCSM not adequate enough to carry out some functions.

For how long have I used the solution?

I have been using SCSM for approximately three years.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

The solution is scalable.

How are customer service and technical support?

The support from Microsoft is good and we also have local support on the ground in Nigeria.

How was the initial setup?

The installation was straightforward.

What about the implementation team?

Our internal IT department is in charge of implementing and maintenance of this solution.

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

The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support.

What other advice do I have?

I would recommend this solution to others.

I rate SCSM an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user