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."It is a simple solution that is easy to configure."
"The most valuable feature is the reporting of incidents."
"The most requested feature from our customers is the helpdesk ticketing system."
"I've used SCSM a lot, and its features are valuable."
"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."
"The solution is quite easy to integrate with other Microsoft products."
"ServiceNow is easy to use."
"Very easy to implement and to respond to my clients' needs."
"ServiceNow is easy to use and has a user-friendly interface."
"I have found that sorting and grouping functions are particularly useful."
"The workflow makes things extremely efficient and it improves effectiveness."
"ServiceNow is very easy to set up."
"The solution's initial setup process is easy."
"The look and feel is a valuable benefit for adoption."
"We would like to see a web-based interface that works on mobile devices."
"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."
"They need more integration with open-source products."
"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."
"The user interface needs to be improved."
"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."
"The price of this solution is high and it needs to be cheaper."
"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 installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The solution is lacking in the mobile application area that could be improved."
"There should be fewer clicks and faster integrations between solutions."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"The solution should offer better security when it comes to storing data."
"The utilization of AI in ServiceNow needs enhancement."
"I have a problem with the way the solution's price is calculated."
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, IBM Maximo and Appian. See our SCSM vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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