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Freshservice vs SCSM comparison

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Featured Review
Buyer's Guide
Freshservice vs. SCSM
July 2022
Find out what your peers are saying about Freshservice vs. SCSM and other solutions. Updated: July 2022.
610,812 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.""We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.""I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.""The overall functionality of the product is excellent."

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"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.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""The reporting is very good.""It is quite scalable.""For our cloud-based deployment of SCSM, the Autopilot is the best feature."

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Cons
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management.""We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

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"The configuration could be easier.""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.""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.""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
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • More Freshservice Pricing and Cost Advice →

  • "The price should be lower."
  • "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:What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your… more »
    Top Answer:One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good. We pay for… more »
    Top Answer:What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your… more »
    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
    8th
    out of 56 in Help Desk Software
    Views
    2,346
    Comparisons
    1,783
    Reviews
    5
    Average Words per Review
    883
    Rating
    8.2
    13th
    out of 56 in Help Desk Software
    Views
    3,006
    Comparisons
    2,020
    Reviews
    7
    Average Words per Review
    488
    Rating
    7.4
    Comparisons
    Also Known As
    Flint
    System Center Service Manager
    Learn More
    Overview

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

    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 Freshservice
    Learn more about SCSM
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Fibabanka, UMC Health System
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider13%
    Government6%
    Retailer5%
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Government16%
    Comms Service Provider13%
    Educational Organization5%
    Company Size
    REVIEWERS
    Small Business80%
    Midsize Enterprise10%
    Large Enterprise10%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise17%
    Large Enterprise58%
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    Buyer's Guide
    Freshservice vs. SCSM
    July 2022
    Find out what your peers are saying about Freshservice vs. SCSM and other solutions. Updated: July 2022.
    610,812 professionals have used our research since 2012.

    Freshservice is ranked 8th in Help Desk Software with 5 reviews while SCSM is ranked 13th in Help Desk Software with 6 reviews. Freshservice is rated 8.2, while SCSM is rated 7.6. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". 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". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, ManageEngine ServiceDesk Plus and Clarity SM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and IBM SmartCloud Control Desk. See our Freshservice 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.