ManageEngine SupportCenter Plus vs SCSM comparison

ManageEngine and Microsoft are both solutions in the Help Desk Software category. ManageEngine is ranked #23 with an average rating of 4.0, while Microsoft is ranked #11 with an average rating of 7.6. ManageEngine holds a 0.9% mindshare in HDS, compared to Microsoft’s 1.6% mindshare. Additionally, 66% of ManageEngine users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

255 Views
87 Comparison Views

66% willing to recommend

SCSM

Read 27 SCSM reviews

836 Views
129 Comparison Views

64% willing to recommend

ManageEngine SupportCenter ...

SCSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SCSM and ManageEngine SupportCenter Plus compete in the IT service management category. ManageEngine SupportCenter Plus seems to have the upper hand due to its more comprehensive feature set.

Features: SCSM integrates well with Microsoft ecosystems, offering strong incident management, change request handling, and robust reporting capabilities. ManageEngine SupportCenter Plus provides built-in automation tools, multi-channel support, and mobile access for efficient IT operations.

Room for Improvement: SCSM could enhance its user interface, expand integrations beyond Microsoft products, and improve setup ease for users unfamiliar with Microsoft environments. ManageEngine SupportCenter Plus can benefit from refining its advanced configuration options, expanding its feature set for non-IT departments, and enhancing reporting capabilities for more granular insights.

Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus has a straightforward installation process, requiring less time for implementation, and offers responsive customer service. SCSM, integrated with Microsoft frameworks, involves a more detailed setup that may present a steeper learning curve but benefits from extensive online resources for training and support.

Pricing and ROI: SCSM often offers lower initial setup costs due to its integration with existing Microsoft systems, potentially reducing upfront expenses. However, ManageEngine SupportCenter Plus may provide greater ROI over time with its extensive features, increasing operational efficiency and scalability in complex IT infrastructures.

To learn more, read our detailed ManageEngine SupportCenter Plus vs. SCSM Report (Updated: June 2025).

Buyer's Guide

ManageEngine SupportCenter Plus vs. SCSM

June 2025

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Helped 860,592 peers since 2012

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

ManageEngine SupportCenter ...

Ranking in Help Desk Software

23rd

Average Rating

7.0

Reviews Sentiment

6.2

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 July 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.9%, up from 0.4% compared to the previous year. The mindshare of SCSM is 1.6%, down from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Read full review

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.

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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

"We have found the reporting in this product to be very useful."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"The product is very scalable and stable when used as a help desk once it is built out."

"The most valuable features are the ITIL compliance and billing."

"The call logging is the solution's most valuable feature. It's very easy to use."

"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."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

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

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

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

"SCCM provides remote tool functionality, which is not in Intune."

"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."

More SCSM pros

Cons

"The business model for the company is to sell low and charge for customization, education or expertise."

"The product is very difficult to use and configure and requires specialists."

"There is no cloud-based version and it would be helpful if it were available."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"The tech support is terrible and that seems to be a part of their business plan."

"I would like to see some kind of project management or portfolio management in a future version."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."

"I have found SCSM not adequate enough to carry out some functions."

"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 major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

"The user interface needs to be improved."

"It has not helped reduce the burden on IT resources."

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

More SCSM cons

Pricing and Cost Advice

"The licensing fees depend on different criteria, including options and sizing."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"The pricing is reasonable."

"It is an expensive solution."

"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."

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

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

"Licensing can be complex and confusing."

"The platform is competitively priced."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Government

26%

Computer Software Company

12%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

See all answers

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

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?

We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.

See all answers

What needs improvement with SCSM?

From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...

See all answers

Comparisons

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Compared 39% of the time

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Compared 31% of the time

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Compared 31% of the time

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Compared 55% of the time

BMC Helix ITSM vs SCSM

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ManageEngine ServiceDesk Plus vs SCSM

Compared 16% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 13% of the time

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Product Reports

Buyer's Guide

Help Desk Software

June 2025

Download ManageEngine SupportCenter Plus product report

Buyer's Guide

SCSM

June 2025

Download SCSM product report

Also Known As

No data available

System Center Service Manager

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

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

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Fibabanka, UMC Health System

Buyer's Guide

ManageEngine SupportCenter Plus vs. SCSM

June 2025

Free Report: ManageEngine SupportCenter Plus vs. SCSM

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