SCSM vs ServiceNow comparison

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2,858 views|1,923 comparisons
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52,688 views|34,485 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and ServiceNow 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.
To learn more, read our detailed SCSM vs. ServiceNow Report (Updated: November 2022).
655,711 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The support from Microsoft is good and we also have local support on the ground in Nigeria.""It is quite scalable.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""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.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."

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"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible.""Very easy to implement and to respond to my clients' needs.""I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.""I like that it's always up and running.""The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation.""ServiceNow is a very powerful tool that can perform a lot of different functions.""Everything about the schema, including the design of ServiceNow, is great.""It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"

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Cons
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""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.""I have found SCSM not adequate enough to carry out some functions.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

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"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses.""The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.""The customization that we are doing for the needs of our organization are difficult to do and could be improved.""There is inherent complexity with this tool because of the number of things that it can do.""In an upcoming release, there should be more administration tools.""I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great.""The licensing needs to be divided into tiers in order to attract lower-level users.""They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

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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."
  • "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 license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • "I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:For our cloud-based deployment of SCSM, the Autopilot is the best feature.
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Ranking
    12th
    out of 58 in Help Desk Software
    Views
    2,858
    Comparisons
    1,923
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    1st
    out of 58 in Help Desk Software
    Views
    52,688
    Comparisons
    34,485
    Reviews
    67
    Average Words per Review
    576
    Rating
    8.2
    Comparisons
    Also Known As
    System Center Service Manager
    Learn More
    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.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Offer
    Learn more about SCSM
    Learn more about ServiceNow
    Sample Customers
    Fibabanka, UMC Health System
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    REVIEWERS
    Computer Software Company11%
    Hospitality Company11%
    Comms Service Provider11%
    Government11%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government20%
    Comms Service Provider9%
    Energy/Utilities Company6%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Insurance Company9%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm10%
    Government9%
    Comms Service Provider9%
    Company Size
    REVIEWERS
    Small Business32%
    Midsize Enterprise26%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    SCSM vs. ServiceNow
    November 2022
    Find out what your peers are saying about SCSM vs. ServiceNow and other solutions. Updated: November 2022.
    655,711 professionals have used our research since 2012.

    SCSM is ranked 12th in Help Desk Software with 5 reviews while ServiceNow is ranked 1st in Help Desk Software with 68 reviews. SCSM is rated 7.6, while ServiceNow is rated 8.2. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". SCSM is most compared with ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, Clarity SM, Freshservice and JIRA Service Management, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and Pega BPM. See our SCSM vs. ServiceNow report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.