We performed a comparison between SCSM and ServiceNow 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."SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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."
"This solution is easy to use."
"It is a simple solution that is easy to configure."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"The solution integrates well with other products."
"SPM and ITSM features are the most helpful."
"Data in reports and dashboards are easily accessible."
"It can scale well if you are managing IT assets."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"We have found change management and CMDB to be very useful."
"Resources for understanding compliance and relative compliance need to be made available."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The user interface needs to be improved."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"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."
"We would like to see a web-based interface that works on mobile devices."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"I would like to see a mobile version of ServiceNow."
"The solution could improve by being more stable."
"It's too complicated and there are too many options."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. SCSM is rated 7.0, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our SCSM vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
