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SCSM vs Sendbird comparison

Microsoft and Sendbird are both solutions in the Help Desk Software category. Microsoft is ranked #12 with an average rating of 7.4, while Sendbird is ranked #13 with an average rating of 8.1. Microsoft holds a 1.6% mindshare in HDS, compared to Sendbird’s 0.1% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution, compared to 100% of Sendbird users who would recommend it.
SCSM
Read 26 SCSM reviews
  • 917 Views
  • 509 Comparison Views
66% willing to recommend
Sendbird
Read 7 Sendbird reviews
  • 76 Views
  • 21 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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To learn more, read our detailed SCSM vs. Sendbird Report (Updated: April 2025).
Buyer's Guide
SCSM vs. Sendbird
April 2025
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Helped 850,028 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
12th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
IT Service Management (ITSM) (11th)
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 May 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 0.1%, down from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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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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

"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is quite scalable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCCM provides remote tool functionality, which is not in Intune."
"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."
"Many more features than other comparable products."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The reporting is very good."
More SCSM pros
"Sendbird is reliable and generally crash-free."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Sendbird is very flexible, and they have made great strides towards optimization."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"There are many useful features with Sendbird."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
 

Cons

"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."
"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 user interface needs to be improved."
"Mobile application integration would be an improvement."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"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
"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."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"The documentation for integrating with the Flutter framework is lacking detailed information."
"I thought that there should be the audio and the video call functionality as well."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"Their pricing is very high compared to competitors, which is a concern for us."
"More analytics tools could be integrated into Sendbird."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
 

Pricing and Cost Advice

"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 an expensive solution."
"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."
"The platform is competitively priced."
"Licensing can be complex and confusing."
"It is a lower price vs. other things on the market."
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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Top Industries

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

Product Reports

Buyer's Guide
SCSM
April 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Enterprise Social Software
April 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
April 2025
Free Report: SCSM vs. Sendbird
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