ITSM & Project Management Consultant at a tech services company with 11-50 employees
Consultant
2020-01-22T12:44:00Z
Jan 22, 2020
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.
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...
The solution offers good productivity at a low price point.
It is one of the most stable solutions in the market.
I've used SCSM a lot, and its features are valuable.
It is a simple solution that is easy to configure.
We use SCSM to manage all of our IT operations, including incident and service requests and problem management.
For our cloud-based deployment of SCSM, the Autopilot is the best feature.
I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.
It is quite scalable.
The support from Microsoft is good and we also have local support on the ground in Nigeria.
The reporting is very good.
The most valuable feature is the reporting of incidents.
The most requested feature from our customers is the helpdesk ticketing system.
Many more features than other comparable products.
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.
SCSM is easy to learn because all of the material, including training videos, can be found online.
A very convenient package like an all-in-one tool but it is actually five or six products acting well together.
The solution is quite easy to integrate with other Microsoft products.
The call logging is the solution's most valuable feature. It's very easy to use.
This solution is easy to use.
The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.
This product has helped our organization by allowing people to connect with each other.