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DD
Information Technology Helpdesk Support at a media company with 10,001+ employees
Real User
Top 10
Good technical support and works well for incident management, but the ITSM features need improvement

Pros and Cons

  • "The most valuable feature is the reporting of incidents."
  • "We would like to see a web-based interface that works on mobile devices."

What is our primary use case?

I use SCSM for incident management.

What is most valuable?

The most valuable feature is the reporting of incidents.

What needs improvement?

The ITSM features have to be improved.

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

For how long have I used the solution?

We have been using this solution for about one year.

What do I think about the stability of the solution?

We haven't had any problems with respect to stability. We haven't experienced any bugs or other issues.

How are customer service and technical support?

We have been in touch with technical support and I think that they are good.

How was the initial setup?

I did not install this software on the server, but my understanding is that it was straightforward. On the Help Desk side, the setup is not complex.

It took us less than one month to deploy.

Which other solutions did I evaluate?

We are currently evaluating other solutions such as ServiceNow and BMC Helix ITSM. Our intention is to replace this solution with a better one.

What other advice do I have?

This is not a product that I recommend. My suggestion for anybody who is looking for this type of solution is to evaluate ServiceNow and BMC Helix ITSM.

I would rate this solution a six out of ten.

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
OO
Information System Auditor (IT Audit) at a financial services firm with 1,001-5,000 employees
Real User
Top 5Leaderboard
Responsive technical support, scalable, and stable

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…

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
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