SCSM Reviews

The Separate Activity management module is really helpful in view of the complexity of the tasks (incidents and change requests) we perform daily.

There are several automated processes through the tool we perform (IM, SRF, CM, activity management). And the routine of emails, calls and verbal approaches are directed to the tool specially customized to our needs.

Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure.

Out-of-the-box SCSM Self-Service portal is almost useless. You can research third party products that will allow you to use more features of SCSM via a web self service portal as well.

Also, the lack of a mobile version is disappointing.

I've used it for approximately one year.

Sometimes the SCSM console on a FAT client hangs.

The number of console connections should be not 50 per management server (as per Microsoft advice) but less than 40 due to performance issues.

6/10 - the overall Microsoft technical support is surely higher, but taking into consideration that any incident that affects business continuity will take a week or to be solved because of a lack of SCSM experts severely takes something away.

I didn’t choose SCSM, but was forced to work with it.

Previously, I used two in-house developed tools, ManageEngine and CA Service Desk Manager.

We followed Microsoft's advice, and it was straightforward.

It was implemented in-house and the only valuable advise is to plan, again plan then do, check and then act. You need to know how many users, what roles, what services, SLAs, tiers, members, and distribution lists because SCSM works with AD DL`s for allocating roles.

Look around as there are a lot of better solutions!

We primarily use the solution for incident management.

The solution is quite easy to integrate with other Microsoft products.

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.

I can speak only for how well it works for small businesses, but it's not fully compliant with the ISO. It's okay for the on-premises version. I don't know about the newest version for 2019.

I don't have any experience dealing with technical support.

The initial setup isn't too difficult. It's moderate in terms of difficulty. It takes a bit of work to personalize it for our purposes.

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.

My clients use it as a central management solution. 

It is a simple solution that is easy to configure. 

The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard. 

I have been working the product for ten years. 

The solution is stable and I would rate its stability an eight out of ten. 

I would rate the tool's scalability a seven out of ten. 

The product's setup is easy. I would rate the solution's setup a seven out of ten. The product's deployment took three days to complete.  

I would rate the product an eight out of ten. You need to keep your configuration simple. 

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

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

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

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

This is a stable solution.

It is an expensive solution.

I would recommend this product to a colleague from another company.

Overall, I would rate this solution a seven out of ten.

We use this solution for internal IT incidents, IT requests, and the service catalog.

This is an on-premises deployment.

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

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.

We have had problems in the past, but the latest version is stable.

We only have one location with one database that is centralized. 

I would rate this solution a six out of ten.

I use SCSM for incident management.

The most valuable feature is the reporting of incidents.

The ITSM features have to be improved.

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

We have been using this solution for about one year.

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

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

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.

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

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.

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

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. 

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.

It is a stable product.

The scalability is a collaborative with SCOM, and SCSM. SCSM is a configuration manager for page and software development. You can see your systems which have been updated and it can easily deploy the new things as well. You can also see it is a collaborative operations manager and integration manager. Sometimes there are resource qualities that you gain in multiple services one point to another point.

In the past, I had to use tech support when I installed SCSM from a desktop and it would not open. I sent a ticket to  Microsoft and in around a half an hour, they replied to me and within 10-15 minutes, they resolved the issue. I t was fast and good service.

It is a lower price vs. other things on the market.