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."The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is a simple solution that is easy to configure."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"This product has helped our organization by allowing people to connect with each other."
"It's actually easy to understand."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"We used ServiceNow for change management, release management, and event management."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"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."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"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 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."
"They need more integration with open-source products."
"The user interface needs to be improved."
"I have found SCSM not adequate enough to carry out some functions."
"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 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."
"Once we had an issue with a desktop download that would not open."
"The contract module is quite rudimentary and doesn't support contract line items."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"Making a mobile version would be helpful."
"If you have advanced questions, technical support often doesn't know the answer."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The solution could improve by being more stable."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
SCSM is ranked 14th in Help Desk Software with 23 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. SCSM is rated 7.0, while ServiceNow is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our SCSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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