We performed a comparison between Agiloft Service Desk Suite and SCSM 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."Our customer service and productivity have increased in quality and quantity since using this product."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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."
"This solution is easy to use."
"This product has helped our organization by allowing people to connect with each other."
"It is quite scalable."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature is the reporting of incidents."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"Mobile application integration would be an improvement."
"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."
"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."
"Once we had an issue with a desktop download that would not open."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Agiloft Service Desk Suite is rated 9.6, while SCSM is rated 7.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". 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". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Agiloft Service Desk Suite vs. SCSM report.
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