SCSM vs ServiceNow vs TeamSupport comparison

Read 223 ServiceNow reviews

25,791 Views
7,479 Comparison Views

91% willing to recommend

TeamSupport

Read 2 TeamSupport reviews

170 Views
170 Comparison Views

100% willing to recommend

SCSM

TeamSupport

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SCSM, ServiceNow, and TeamSupport based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

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Help Desk Software

September 2025

Helped 868,183 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:

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of SCSM is 1.8%, up from 1.8% compared to the previous year. The mindshare of ServiceNow is 17.6%, down from 26.1% compared to the previous year. The mindshare of TeamSupport is 0.5%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.6%
SCSM	1.8%
TeamSupport	0.5%
Other	80.1%

Help Desk Software

Featured Reviews

LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

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.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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it_user1343835

Manager at a computer software company with 501-1,000 employees

Stable, easy to install, and cost effective, but it needs better integration and data management

It needs better integration with other tools like Jira. Better reporting and better data management are also needed. I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal. I would like more flexible reporting.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Many more features than other comparable products."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"SCCM provides remote tool functionality, which is not in Intune."

"This product has helped our organization by allowing people to connect with each other."

"SCSM is easy to learn because all of the material, including training videos, can be found online."

"The support from Microsoft is good and we also have local support on the ground in Nigeria."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"I've used SCSM a lot, and its features are valuable."

More SCSM pros

"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."

"The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used."

"The subsequent chain of tasks, I believe, is valuable."

"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."

"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."

"The most valuable feature is the flexibility of development for customization."

"ServiceNow was the first true enterprise to service management platform."

"ServiceNow is a very powerful tool that can perform a lot of different functions."

More ServiceNow pros

"The two most valuable features are the portal and reporting."

Cons

"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."

"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."

"Mobile application integration would be an improvement."

"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 product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"We would like to see a web-based interface that works on mobile devices."

"The configuration could be easier."

"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."

More SCSM cons

"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"The discovery of assets could be improved; right now they only allow for one domain."

"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

"The user interface for accessing assistance sometimes disconnects."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."

"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."

More ServiceNow cons

"It needs better integration with other tools like Jira."

Pricing and Cost Advice

"It is a lower price vs. other things on the market."

"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."

"Licensing can be complex and confusing."

"The price should be lower."

"It is an expensive solution."

"The pricing is reasonable."

"The license for SCSM is cheap."

"I would rate the pricing as two out of five."

More SCSM pricing and cost advice

"The price is okay for us. It's reasonable."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"The price of this solution is expensive."

"The mandatory minimum is US$ 20,000 for licensing."

"I have found the solution very expensive."

"We are happy with the pricing."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

More ServiceNow pricing and cost advice

"The price is approximately $70 per agent, per month."

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868,183 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

27%

Financial Services Firm

University

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

No data available

Questions from the Community

What do you like most about SCSM?

The solution offers good productivity at a low price point.

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

ManageEngine ServiceDesk Plus vs SCSM

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Comparisons

Compared 24% of the time

BMC Helix ITSM vs SCSM

Compared 14% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 7% of the time

Infraon Desk vs SCSM

Compared 7% of the time

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BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

No data available

Product Reports

Download SCSM product report

SCSM

August 2025

Download ServiceNow product report

August 2025

Download TeamSupport product report

Help Desk Software

September 2025

Also Known As

System Center Service Manager

No data available

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

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

PeerSpot 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.”