We performed a comparison between ManageEngine SupportCenter Plus 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."We have found the reporting in this product to be very useful."
"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 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."
"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."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The reporting is very good."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"I've used SCSM a lot, and its features are valuable."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The configuration could be easier."
"We would like to see a web-based interface that works on mobile devices."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"I have found SCSM not adequate enough to carry out some functions."
"They need more integration with open-source products."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Mobile application integration would be an improvement."
"Once we had an issue with a desktop download that would not open."
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. ManageEngine SupportCenter Plus is rated 7.8, while SCSM is rated 7.0. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Zoho Desk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our ManageEngine SupportCenter Plus vs. SCSM report.
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