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ManageEngine SupportCenter Plus vs SCSM comparison

ManageEngine and Microsoft are both solutions in the Help Desk Software category. ManageEngine is ranked #24 with an average rating of 4.0, while Microsoft is ranked #12 with an average rating of 7.4. ManageEngine holds a 0.8% mindshare in HDS, compared to Microsoft’s 1.6% mindshare. Additionally, 66% of ManageEngine users are willing to recommend the solution, compared to 66% of Microsoft users who would recommend it.
ManageEngine SupportCenter ...
Read 5 ManageEngine SupportCenter Plus reviews
  • 204 Views
  • 148 Comparison Views
66% willing to recommend
SCSM
Read 26 SCSM reviews
  • 917 Views
  • 509 Comparison Views
66% willing to recommend
 

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.

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To learn more, read our detailed ManageEngine SupportCenter Plus vs. SCSM Report (Updated: April 2025).
Buyer's Guide
ManageEngine SupportCenter Plus vs. SCSM
April 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

ManageEngine SupportCenter ...
Ranking in Help Desk Software
24th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
12th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
IT Service Management (ITSM) (11th)
 

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.8%, 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 - PeerSpot reviewer
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.
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PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…
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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

"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."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"SCCM provides remote tool functionality, which is not in Intune."
"It is quite scalable."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is one of the most stable solutions in the market."
"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."
"This solution is easy to use."
More SCSM pros
 

Cons

"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"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."
"The product is very difficult to use and configure and requires specialists."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The configuration could be easier."
"The user interface needs to be improved."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"They might be looking for additional functionalities that SCSM could integrate."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
More SCSM cons
 

Pricing and Cost Advice

"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
"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 license for SCSM is cheap."
"It is a lower price vs. other things on the market."
"The price should be lower."
"Licensing can be complex and confusing."
"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."
"I would rate the pricing as two out of five."
More SCSM pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Government
27%
Computer Software Company
11%
Manufacturing Company
11%
Financial Services Firm
10%
 

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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ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus
Compared 57% of the time
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Zoho Desk vs ManageEngine SupportCenter Plus
Compared 43% of the time
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ServiceNow vs SCSM Logo
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Compared 56% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 17% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 17% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 11% of the time
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Product Reports

Buyer's Guide
Help Desk Software
April 2025
ManageEngine SupportCenter Plus reportDownload ManageEngine SupportCenter Plus product report
Buyer's Guide
SCSM
April 2025
SCSM reportDownload 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
April 2025
Free Report: ManageEngine SupportCenter Plus vs. SCSM
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