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.
"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."
"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."
"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."
"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."
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.
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.
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