SCSM Archived Reviews (More than two years old)

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Consultant
IT Service Desk Manager at a tech services company with 501-1,000 employees
Nov 28 2015

What is most valuable?

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

How has it helped my organization?

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… more »

What needs improvement?

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.

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

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.

What other advice do I have?

Look around as there are a lot of better solutions!

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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