We performed a comparison between SCSM and Spiceworks 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 most valuable feature is the reporting of incidents."
"The solution offers good productivity at a low price point."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"This solution is easy to use."
"Many more features than other comparable products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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."
"This product has helped our organization by allowing people to connect with each other."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The solution is easy to use and easy to manage."
"The solution is very stable. It's reliable and efficient."
"Tickets by e-mail, with actions by hastag."
"Once we had an issue with a desktop download that would not open."
"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."
"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."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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."
"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."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"Sometimes, it can be difficult to integrate what you need."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"The SNMP sniffer requires a lot of work to get right."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
SCSM is ranked 14th in Help Desk Software with 23 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. SCSM is rated 7.0, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our SCSM vs. Spiceworks report.
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