We performed a comparison between Cherwell Service Management and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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 dashboard is very useful to get a quick overview of current tasks."
"The most valuable feature is the reporting of incidents."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This product has helped our organization by allowing people to connect with each other."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is one of the most stable solutions in the market."
"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 solution offers good productivity at a low price point."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"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 logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Resources for understanding compliance and relative compliance need to be made available."
Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Cherwell Service Management is rated 7.2, while SCSM is rated 7.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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". Cherwell Service Management is most compared with ServiceNow, Ivanti Neurons for ITSM, JIRA Service Management and 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 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.