We performed a comparison between SCSM and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most requested feature from our customers is the helpdesk ticketing system."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"This product has helped our organization by allowing people to connect with each other."
"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."
"The most valuable feature is the reporting of incidents."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The solution is quite easy to integrate with other Microsoft products."
"Spiceworks is generic and free."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The solution is easy to use and easy to manage."
"It's easy to understand."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Resources for understanding compliance and relative compliance need to be made available."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"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."
"We would like to see a web-based interface that works on mobile devices."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Sometimes, it can be difficult to integrate what you need."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"The SNMP sniffer requires a lot of work to get right."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
SCSM is ranked 14th in Help Desk Software with 23 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. SCSM is rated 7.0, while Spiceworks is rated 7.8. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our SCSM vs. Spiceworks report.
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