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IT Care Center vs SCSM comparison

IT Care Center and Microsoft are both solutions in the IT Service Management (ITSM) category. IT Care Center is ranked #42, while Microsoft is ranked #10 with an average rating of 7.6. IT Care Center holds a 0.5% mindshare in ISM, compared to Microsoft’s 1.6% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.
IT Care Center
Read 7 IT Care Center reviews
  • 337 Views
  • 256 Comparison Views
100% willing to recommend
SCSM
Read 27 SCSM reviews
  • 1,026 Views
  • 811 Comparison Views
64% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and IT Care Center are both IT management solutions. Based on the results, IT Care Center seems to have the upper hand due to its ease of use and flexibility in pricing.

Features: SCSM is noted for its comprehensive integration within the Microsoft ecosystem, offering strong incident reporting, change management, and automation capabilities. IT Care Center is valued for its customizable workflows and broad integration options, especially with tools like Slack, enabling adaption to specific enterprise needs. Its robust feature set includes ticketing, asset management, and automated workflow processes.

Room for Improvement: SCSM could benefit from enhancements to its self-service portal and improved support for mobile devices. Users have also pointed out a need for more intuitive customization and simplified integration. IT Care Center could modernize its design and improve mobile accessibility. Better plug-and-play functionality with IT telephony and tools like Teams and Cisco is also recommended.

Ease of Deployment and Customer Service: SCSM is mostly deployed on-premises and benefits from Microsoft's technical support, though some users report variability in response times. IT Care Center offers more deployment flexibility with both on-premises and public cloud options. Its customer service is generally well-rated, with adaptability to enterprise-specific needs.

Pricing and ROI: SCSM’s licensing model is complex, with potential additional costs for integrations and support. Users find the pricing high, despite its comprehensive feature set. IT Care Center offers a straightforward pricing model with all modules under one license, easing budgeting and offering justifiable ROI through reduced costs and flexible adaptation. Both provide significant ROI, but IT Care Center's pricing is considered more user-friendly.

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To learn more, read our detailed IT Care Center vs. SCSM Report (Updated: September 2025).
Buyer's Guide
IT Care Center vs. SCSM
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

IT Care Center
Ranking in Help Desk Software
45th
Ranking in IT Service Management (ITSM)
42nd
Average Rating
8.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
10th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of IT Care Center is 0.5%, up from 0.1% compared to the previous year. The mindshare of SCSM is 1.6%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
SCSM1.6%
IT Care Center0.5%
Other97.9%
IT Service Management (ITSM)
 

Featured Reviews

YA
Simple and quick to implement, easy to use, saves us time and money
This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.
Read full review
LuisSanchez3 - PeerSpot reviewer
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.
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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

"It runs smoothly and all of the components are very easy to work with."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."
"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"The reporting is very good."
"Many more features than other comparable products."
"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."
"If it is correctly configured, you can access and give service quickly to all the end users."
"It is quite scalable."
"This product has helped our organization by allowing people to connect with each other."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
More SCSM pros
 

Cons

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"The UI screens could be a little bit more modern."
"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."
"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."
"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."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"It has not helped reduce the burden on IT resources."
"The configuration could be easier."
"They need more integration with open-source products."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
More SCSM cons
 

Pricing and Cost Advice

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
"The licensing model is very flexible."
"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
"This product is very cheap when compared to other platforms."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"It is an expensive solution."
"I would rate the pricing as two out of five."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The license for SCSM is cheap."
"The pricing is reasonable."
"The platform is competitively priced."
"The price should be lower."
"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."
More SCSM pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Government
27%
University
8%
Computer Software Company
8%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise4
Large Enterprise2
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
 

Questions from the Community

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What do you like most about SCSM?
The solution offers good productivity at a low price point.
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What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
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What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring...
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Comparisons

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Compared 24% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 15% of the time
IBM SmartCloud Control Desk vs SCSM Logo
IBM SmartCloud Control Desk vs SCSM
Compared 8% of the time
Infraon Desk vs SCSM Logo
Infraon Desk vs SCSM
Compared 7% of the time
More SCSM Competitors
 

Product Reports

Buyer's Guide
IT Care Center
September 2025
IT Care Center reportDownload IT Care Center product report
Buyer's Guide
SCSM
September 2025
SCSM reportDownload SCSM product report
 

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
System Center Service Manager
 

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center
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.
Microsoft
 

Sample Customers

Information Not Available
Fibabanka, UMC Health System
Buyer's Guide
IT Care Center vs. SCSM
September 2025
Free Report: IT Care Center vs. SCSM
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