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."The workflow automation is the most valuable feature of this solution."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I like the catalog features and workflow. I also like the knowledge space."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"It is a simple solution that is easy to configure."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"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 requested feature from our customers is the helpdesk ticketing system."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"The documentation could be improved."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"I would like to improve the task management module and analytics."
"The self-service feature for end users and the knowledge base need to be improved."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The user interface needs to be improved."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"I have found SCSM not adequate enough to carry out some functions."
"They need more integration with open-source products."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
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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 Spiceworks, 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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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