Kaseya Vorex vs SCSM comparison

Kaseya and Microsoft are both solutions in the Help Desk Software category. Kaseya is ranked #19 with an average rating of 9.0, while Microsoft is ranked #11 with an average rating of 7.6. Kaseya holds a 0.5% mindshare in HDS, compared to Microsoft’s 1.8% mindshare. Additionally, 50% of Kaseya users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

Kaseya Vorex

Read 2 Kaseya Vorex reviews

193 Views
193 Comparison Views

50% willing to recommend

SCSM

Read 27 SCSM reviews

1,026 Views
903 Comparison Views

64% willing to recommend

Kaseya Vorex

SCSM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Kaseya Vorex 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.

To learn more, read our detailed Kaseya Vorex vs. SCSM Report (Updated: September 2025).

Buyer's Guide

Kaseya Vorex 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

Kaseya Vorex

Ranking in Help Desk Software

19th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

No ranking in other categories

SCSM

Ranking in Help Desk Software

11th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (10th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Kaseya Vorex is 0.5%, up from 0.1% compared to the previous year. The mindshare of SCSM is 1.8%, down from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
SCSM	1.8%
Kaseya Vorex	0.5%
Other	97.7%

Help Desk Software

Featured Reviews

Rajendra Karad

Team Leader at Orient Technologies Pvt. Ltd.

Platform excels across departments but requires more focus on integration and IT management features

Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

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.

Read full review

Quotes from Members

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

Pros

"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."

"The platform's most valuable feature is the ability to produce daily summary reports."

"It is one of the most stable solutions in the market."

"This product has helped our organization by allowing people to connect with each other."

"The most valuable feature is the reporting of incidents."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"The solution offers good productivity at a low price point."

"The most requested feature from our customers is the helpdesk ticketing system."

"It is a simple solution that is easy to configure."

"If it is correctly configured, you can access and give service quickly to all the end users."

More SCSM pros

Cons

"Kaseya Vorex's customization features could be better."

"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"Once we had an issue with a desktop download that would not open."

"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."

"The price of this solution is high and it needs to be cheaper."

"Mobile application integration would be an improvement."

"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."

"We would like to see a web-based interface that works on mobile devices."

"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."

More SCSM cons

Pricing and Cost Advice

Information not available

"I would rate the pricing as two out of five."

"Licensing can be complex and confusing."

"It is a lower price vs. other things on the market."

"It is an expensive solution."

"The platform is competitively priced."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"The pricing is reasonable."

"The license for SCSM is cheap."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Government

25%

Computer Software Company

University

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

Questions from the Community

What do you like most about Kaseya Vorex?

The platform's most valuable feature is the ability to produce daily summary reports.

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What needs improvement with Kaseya Vorex?

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What advice do you have for others considering Kaseya Vorex?

There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogether different from a business model perspective. With Kaseya products, I had neve...

See all answers

What do you like most about SCSM?

The solution offers good productivity at a low price point.

See all answers

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.

See all answers

What needs improvement with SCSM?

See all answers

Comparisons

No data available

ServiceNow vs SCSM

Compared 45% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 25% of the time

BMC Helix ITSM vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

Infraon Desk vs SCSM

Compared 7% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download Kaseya Vorex product report

Buyer's Guide

SCSM

September 2025

Download SCSM product report

Also Known As

No data available

System Center Service Manager

Overview

Easily Create, Manage and Resolve all IT Service Requests and Tickets

Kaseya

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

CROWD, GetApp, Capterra, Software Advice

Fibabanka, UMC Health System

Buyer's Guide

Kaseya Vorex vs. SCSM

September 2025

Free Report: Kaseya Vorex vs. SCSM

Find out what your peers are saying about Kaseya Vorex vs. SCSM and other solutions. Updated: September 2025.

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