We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The management of this application is good."
"I rate the solution a ten out of ten for scalability."
"I am enjoying the report features, they are quite good."
"The most valuable feature is the reporting of incidents."
"I've used SCSM a lot, and its features are valuable."
"The most requested feature from our customers is the helpdesk ticketing system."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The solution is quite easy to integrate with other Microsoft products."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"The documentation could be improved."
"The service delivery could be improved."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"Lacks some flexibility in the configuration of workflows."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The self-service feature for end users and the knowledge base need to be improved."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"They need more integration with open-source products."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"I have found SCSM not adequate enough to carry out some functions."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Resources for understanding compliance and relative compliance need to be made available."
"The price of this solution is high and it needs to be cheaper."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our ManageEngine ServiceDesk Plus vs. SCSM report.
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