We performed a comparison between SCSM and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This solution is easy to use."
"It is quite scalable."
"The solution is quite easy to integrate with other Microsoft products."
"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."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The solution is very stable."
"I have found SCSM not adequate enough to carry out some functions."
"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."
"We would like to see a web-based interface that works on mobile devices."
"The price of this solution is high and it needs to be cheaper."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"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 user interface needs to be improved."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews while SolarWinds Service Desk is ranked 16th in IT Service Management (ITSM) with 1 review. SCSM is rated 7.0, while SolarWinds Service Desk is rated 9.0. 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 SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas SolarWinds Service Desk is most compared with Samanage.
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