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SCSM vs TeamSupport comparison

Microsoft and TeamSupport are both solutions in the Help Desk Software category. Microsoft is ranked #11 with an average rating of 7.6, while TeamSupport is ranked #44. Microsoft holds a 1.6% mindshare in HDS, compared to TeamSupport’s 0.4% mindshare. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 100% of TeamSupport users who would recommend it.
SCSM
Read 27 SCSM reviews
  • 983 Views
  • 836 Comparison Views
64% willing to recommend
TeamSupport
Read 2 TeamSupport reviews
  • 110 Views
  • 110 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SCSM and TeamSupport compete in the IT service management industry. TeamSupport has the upper hand in functionality and value for investment, while SCSM stands out in cost-effectiveness and support satisfaction.

Features: SCSM integrates strongly with Microsoft products, offering efficient IT service management, effective tracking, and reporting tools. TeamSupport emphasizes customer collaboration through advanced relationship management features, robust collaboration tools, and comprehensive help desk solutions.

Ease of Deployment and Customer Service: SCSM uses a traditional on-premises deployment model with extensive documentation, fitting organizations in Microsoft environments. TeamSupport provides a cloud-based deployment model with dedicated onboarding and ongoing customer service, highlighting its adaptability and accessibility.

Pricing and ROI: SCSM has a lower setup cost and is cost-effective for Microsoft-invested organizations, offering substantial ROI through integration. TeamSupport's higher upfront cost is offset by significant ROI via its robust feature set, providing value through enhanced customer interaction capabilities.

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To learn more, read our detailed SCSM vs. TeamSupport Report (Updated: July 2025).
Buyer's Guide
SCSM vs. TeamSupport
July 2025
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Review summaries and opinions

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

Categories and Ranking

SCSM
Ranking in Help Desk Software
11th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
IT Service Management (ITSM) (10th)
TeamSupport
Ranking in Help Desk Software
44th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.8% compared to the previous year. The mindshare of TeamSupport is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

LuisSanchez3 - PeerSpot reviewer
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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it_user1343835 - PeerSpot reviewer
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

"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"It is one of the most stable solutions in the market."
"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."
"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."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The most valuable feature is the reporting of incidents."
More SCSM 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."
"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."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"They might be looking for additional functionalities that SCSM could integrate."
More SCSM cons
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"The pricing is reasonable."
"The platform is competitively priced."
"It is an expensive solution."
"The license for SCSM is cheap."
"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."
"The price should be lower."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
More SCSM pricing and cost advice
"The price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Government
25%
Computer Software Company
11%
Financial Services Firm
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
See all answers
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
See all answers
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Comparisons

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Compared 56% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 16% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 16% of the time
IBM SmartCloud Control Desk vs SCSM Logo
IBM SmartCloud Control Desk vs SCSM
Compared 12% of the time
More SCSM Competitors
No data available
 

Product Reports

Buyer's Guide
SCSM
June 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Help Desk Software
June 2025
TeamSupport reportDownload TeamSupport product report
 

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

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. 

With an emphasis on streamlined collaboration among teams and built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.  

Founded in 2009, TeamSupport is headquartered in Dallas, Texas. Learn more at TeamSupport.com.

TeamSupport
 

Sample Customers

Fibabanka, UMC Health System
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Buyer's Guide
SCSM vs. TeamSupport
July 2025
Free Report: SCSM vs. TeamSupport
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