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2,929 views|1,992 comparisons
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1,572 views|902 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and SysAid 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. SysAid report (Updated: September 2022).
633,184 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
"For our cloud-based deployment of SCSM, the Autopilot is the best feature.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""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.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""It is quite scalable."

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"The solution can scale.""The simplicity of the solution is excellent.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

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Cons
"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.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""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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"Currently, SysAid does not have a mobile application.""Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.""We would like them to approve the security functionalities, e.g., management security features."

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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 →

  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • More SysAid Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    633,184 professionals have used our research since 2012.
    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:I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
    Top Answer:The simplicity of the solution is excellent.
    Top Answer:The pricing is very good. It's an affordable tool in comparison to other market leaders.
    Top Answer:In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
    Ranking
    10th
    out of 56 in Help Desk Software
    Views
    2,929
    Comparisons
    1,992
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    15th
    out of 56 in Help Desk Software
    Views
    1,572
    Comparisons
    902
    Reviews
    3
    Average Words per Review
    1,287
    Rating
    8.0
    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.

    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    Offer
    Learn more about SCSM
    Learn more about SysAid
    Sample Customers
    Fibabanka, UMC Health System
    Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
    Top Industries
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government17%
    Comms Service Provider12%
    Energy/Utilities Company6%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider17%
    Government7%
    Retailer6%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise16%
    Large Enterprise62%
    REVIEWERS
    Small Business38%
    Midsize Enterprise13%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise21%
    Large Enterprise52%
    Buyer's Guide
    SCSM vs. SysAid
    September 2022
    Find out what your peers are saying about SCSM vs. SysAid and other solutions. Updated: September 2022.
    633,184 professionals have used our research since 2012.

    SCSM is ranked 10th in Help Desk Software with 5 reviews while SysAid is ranked 15th in Help Desk Software with 3 reviews. SCSM is rated 7.6, while SysAid is rated 8.0. 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 SysAid writes "The change management software gives us workflows and allows for an approval process". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and IBM SmartCloud Control Desk, whereas SysAid is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Spiceworks and BMC Helix ITSM. See our SCSM vs. SysAid 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.