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Cherwell Service Management vs SCSM comparison

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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management."

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"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""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.""It is quite scalable."

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Cons
"Application service mapping, GRC, SecOps, and things like that need improvement.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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"I have found SCSM not adequate enough to carry out some functions.""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.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""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."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer:For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer:Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
    Ranking
    27th
    out of 56 in Help Desk Software
    Views
    1,582
    Comparisons
    1,114
    Reviews
    2
    Average Words per Review
    380
    Rating
    7.0
    11th
    out of 56 in Help Desk Software
    Views
    2,959
    Comparisons
    1,999
    Reviews
    6
    Average Words per Review
    527
    Rating
    7.7
    Comparisons
    Also Known As
    System Center Service Manager
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Offer
    Learn more about Cherwell Service Management
    Learn more about SCSM
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    Fibabanka, UMC Health System
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company18%
    Government11%
    Comms Service Provider11%
    Healthcare Company6%
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Government15%
    Comms Service Provider14%
    Educational Organization5%
    Company Size
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise16%
    Large Enterprise61%
    Buyer's Guide
    Cherwell Service Management vs. SCSM
    July 2022
    Find out what your peers are saying about Cherwell Service Management vs. SCSM and other solutions. Updated: July 2022.
    620,068 professionals have used our research since 2012.

    Cherwell Service Management is ranked 27th in Help Desk Software with 2 reviews while SCSM is ranked 11th in Help Desk Software with 5 reviews. Cherwell Service Management is rated 7.0, while SCSM is rated 7.6. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, Ivanti Service Desk , JIRA Service Management and HEAT Service Management, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and Zoho Desk. See our Cherwell Service Management vs. SCSM report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.