SCSM Valuable Features

Tariq Khan
C5ISR IT Consultant at a construction company with 501-1,000 employees
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. View full review »
Khaled Mostafa Gaafar
ITSM & Project Management Consultant at a tech services company with 11-50 employees
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. View full review »
reviewer1259652
Managed Service Specialist at a tech services company with 51-200 employees
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. View full review »
Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
441,672 professionals have used our research since 2012.
reviewer1259652
Managed Service Specialist at a tech services company with 51-200 employees
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. View full review »
Olakunle Oredein
System Specialist
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. View full review »
reviewer1363818
Configuration Manager, MPE USARUER, G3, MCSD at a tech services company with 10,001+ employees
The most valuable feature in this solution for me is the reporting. View full review »
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
The most requested feature from our customers is the helpdesk ticketing system. View full review »
EddieShilaluke
Information Security Manager at Dmr
The call logging is the solution's most valuable feature. It's very easy to use. The solution isn't too resource-intensive. View full review »
Zakriya Khalid
Technology Specialist Manager at a tech services company with 501-1,000 employees
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. View full review »
reviewer1183044
Service Manager at a tech vendor with 51-200 employees
The solution is quite easy to integrate with other Microsoft products. View full review »
reviewer1378338
Information Technology Helpdesk Support at a media company with 10,001+ employees
The most valuable feature is the reporting of incidents. View full review »
AbdelkarimMehdi
Enterprise Applications Senior Manager at a comms service provider with 501-1,000 employees
This solution is easy to use. You don't have to create a new process. View full review »
LeaderEne371
xxxxx
The best thing about this product is that it is digital. View full review »
Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
441,672 professionals have used our research since 2012.