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SCSM vs Sendbird comparison

Microsoft and Sendbird are both solutions in the Help Desk Software category. Microsoft is ranked #11 with an average rating of 7.6, while Sendbird is ranked #13 with an average rating of 8.1. Microsoft holds a 1.6% mindshare in HDS, compared to Sendbird’s 0.2% mindshare. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 100% of Sendbird users who would recommend it.
SCSM
Read 27 SCSM reviews
  • 836 Views
  • 129 Comparison Views
64% willing to recommend
Sendbird
Read 7 Sendbird reviews
  • 115 Views
  • 16 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SCSM and Sendbird compete in communication and service management. Sendbird tends to have the upper hand due to its advanced communication features and scalability. SCSM stands out for its integrated service management capabilities and pricing.

Features: SCSM offers comprehensive IT service management tools, seamless integration with Microsoft ecosystems, and automated workflows. Sendbird provides real-time messaging, rich messaging features, and scalability for large user bases.

Room for Improvement: SCSM could enhance user interface design, expand beyond Microsoft integration, and improve mobile support. Sendbird might focus on reducing setup complexity, enhancing data storage options, and lowering pricing for small businesses.

Ease of Deployment and Customer Service: SCSM benefits from seamless integration with Microsoft technologies, facilitating deployment, though it requires initial knowledge for optimal setup. It offers strong IT-related customer support. Sendbird offers quick cloud-based deployment with comprehensive API support, emphasizing user-friendly integration and robust customer assistance for communication functions.

Pricing and ROI: SCSM typically presents lower setup costs and delivers strong ROI through streamlined IT management and automation. Sendbird has a higher initial cost but provides substantial ROI by boosting customer satisfaction and engagement through enhanced communication services.

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Buyer's Guide
SCSM vs. Sendbird
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

SCSM
Ranking in Help Desk Software
11th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
IT Service Management (ITSM) (10th)
Sendbird
Ranking in Help Desk Software
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
7
Ranking in other categories
Enterprise Social Software (10th)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.8% compared to the previous year. The mindshare of Sendbird is 0.2%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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.
Read full review
Pranay Koley - PeerSpot reviewer
Facilitates user communication with rich features
In our company, we are using Sendbird for building a chat feature within our salon application.  I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…
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

"I've used SCSM a lot, and its features are valuable."
"It is a simple solution that is easy to configure."
"SCCM provides remote tool functionality, which is not in Intune."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The reporting is very good."
"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."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"If it is correctly configured, you can access and give service quickly to all the end users."
More SCSM pros
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"There are many useful features with Sendbird."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"Sendbird is reliable and generally crash-free."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Sendbird is very flexible, and they have made great strides towards optimization."
 

Cons

"The price of this solution is high and it needs to be cheaper."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"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."
"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."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"I have found SCSM not adequate enough to carry out some functions."
More SCSM cons
"More analytics tools could be integrated into Sendbird."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"I thought that there should be the audio and the video call functionality as well."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"Their pricing is very high compared to competitors, which is a concern for us."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"The documentation for integrating with the Flutter framework is lacking detailed information."
 

Pricing and Cost Advice

"I would rate the pricing as two out of five."
"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."
"Licensing can be complex and confusing."
"It is an expensive solution."
"It is a lower price vs. other things on the market."
"The license for SCSM is cheap."
"The platform is competitively priced."
More SCSM pricing and cost advice
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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860,592 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
26%
Computer Software Company
12%
Financial Services Firm
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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
What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...
See all answers
What needs improvement with Sendbird?
The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...
See all answers
What is your primary use case for Sendbird?
In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication betwe...
See all answers
 

Comparisons

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IBM SmartCloud Control Desk vs SCSM Logo
IBM SmartCloud Control Desk vs SCSM
Compared 13% of the time
More SCSM Competitors
No data available
 

Product Reports

Buyer's Guide
SCSM
June 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Enterprise Social Software
June 2025
Sendbird reportDownload Sendbird product report
 

Also Known As

System Center Service Manager
Sendbird Calls, Sendbird Desk
 

Overview

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

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?
  • Strong API: Provides a powerful and flexible interface for developers.
  • Reliable Performance: Ensures stable and consistent operations.
  • Excellent Customer Support: Offers responsive and helpful assistance.
  • Seamless Integration: Easily integrates with other platforms.
  • Extensive Documentation: Enhances the developer experience with thorough guides and resources.
  • Customization Options: Allows tailoring to specific needs and use cases.
  • Real-Time Messaging: Supports instant communication capabilities.
  • Easy Scalability: Handles growth for both small and large applications.
What benefits should users look for?
  • Enhanced User Engagement: Promotes active interaction and satisfaction.
  • Efficient Communication: Provides reliable messaging and notifications.
  • Developer-Friendly: Offers strong support and comprehensive documentation.
  • Scalability: Adapts to the changing demands of the business.
  • Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

Sendbird
 

Sample Customers

Fibabanka, UMC Health System
Information Not Available
Buyer's Guide
SCSM vs. Sendbird
June 2025
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