SCSM vs Vtiger CRM comparison

Microsoft and Vtiger are both solutions in the Help Desk Software category. Microsoft is ranked #10 with an average rating of 7.0, while Vtiger is ranked #49. Microsoft holds a 1.9% mindshare in HDS, compared to Vtiger’s 0.6% mindshare. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 100% of Vtiger users who would recommend it.

SCSM

Read 27 SCSM reviews

1,268 Views
1,078 Comparison Views

64% willing to recommend

Vtiger CRM

Read 3 Vtiger CRM reviews

1,547 Views
217 Comparison Views

100% willing to recommend

SCSM

Vtiger CRM

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Executive SummaryUpdated on Dec 8, 2025

SCSM and Vtiger CRM compete in business process management, with Vtiger CRM having the upper hand due to its all-in-one CRM features and superior customer service.

Features: SCSM's standout elements include integration with Microsoft systems, advanced workflow automation, and IT service management. Vtiger CRM offers lead management, customer support, and marketing automation, making it versatile and all-encompassing for diverse business needs.

Ease of Deployment and Customer Service: SCSM is typically on-premise, suiting enterprises needing high customization. Vtiger CRM provides cloud-based and on-premise options, ensuring accessibility and scalability. Vtiger CRM's customer service is well-regarded for responsiveness, giving it an advantage over SCSM.

Pricing and ROI: SCSM has higher setup costs linked to Microsoft licenses and infrastructure, with ROI more evident in Microsoft environments. Vtiger CRM offers a cost-effective model with quicker ROI, appealing to small to medium-sized businesses with its lower setup cost and high feature-to-cost ratio.

To learn more, read our detailed SCSM vs. Vtiger CRM Report (Updated: January 2026).

Buyer's Guide

SCSM vs. Vtiger CRM

January 2026

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Helped 881,114 peers since 2012

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

10th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (10th)

Vtiger CRM

Ranking in Help Desk Software

49th

Average Rating

7.6

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM (29th), Sales Force Automation (14th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of SCSM is 1.9%, up from 1.7% compared to the previous year. The mindshare of Vtiger CRM is 0.6%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
SCSM	1.9%
Vtiger CRM	0.6%
Other	97.5%

Help Desk Software

Featured Reviews

LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

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.

Read full review

Valdi Venter

Owner | Director of Operations at Expert Technology Solutions

A modular, easy-to-use solution that needs to improve support and include automation

There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

Read full review

Quotes from Members

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

Pros

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

"I've used SCSM a lot, and its features are valuable."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"It is quite scalable."

"If it is correctly configured, you can access and give service quickly to all the end users."

"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."

"This solution is easy to use."

"The support from Microsoft is good and we also have local support on the ground in Nigeria."

More SCSM pros

"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."

"The most valuable feature of Vtiger CRM is automation."

Cons

"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."

"The configuration could be easier."

"We would like to see a web-based interface that works on mobile devices."

"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."

"It would be good if Microsoft added custom attributes or tagging like in Jamf."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"They need more integration with open-source products."

"Once we had an issue with a desktop download that would not open."

More SCSM cons

"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."

Pricing and Cost Advice

"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."

"I would rate the pricing as two out of five."

"The pricing is reasonable."

"The price should be lower."

"It is an expensive solution."

"The platform is competitively priced."

"Licensing can be complex and confusing."

"It is a lower price vs. other things on the market."

More SCSM pricing and cost advice

"The price doesn't change when you add users. It's a flat fee, and that's attractive."

"We are using the free open-source version of Vtiger CRM."

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Top Industries

By visitors reading reviews

Government

19%

Manufacturing Company

University

Computer Software Company

Retailer

26%

Computer Software Company

Comms Service Provider

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

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?

I am not sure about the pricing as I do not have experience with it.

See all answers

What needs improvement with SCSM?

See all answers

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Product Reports

Buyer's Guide

SCSM

January 2026

Download SCSM product report

Buyer's Guide

CRM

January 2026

Download Vtiger CRM product report

Also Known As

System Center Service Manager

Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk

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

Vtiger CRM is a comprehensive tool that caters to businesses seeking to enhance customer engagement and streamline operations. It offers essential tools for effective contact management, sales automation, and collaboration.

Recognized for its ability to integrate all business processes on one platform, Vtiger CRM efficiently supports sales, marketing, and customer service teams by providing a robust set of features. Designed with scalability in mind, it caters to businesses of any size. Vtiger CRM focuses on increasing productivity while enhancing the customer journey, offering personalized communication and insights into customer interactions.

What are Vtiger CRM's key features?

Contact Management: Enables efficient tracking of customer information and interactions in a centralized location.
Sales Automation: Streamlines sales processes with tools for managing deals and leads automatically.
Email Marketing: Facilitates the creation and management of targeted email campaigns.
Customer Support: Provides ticketing tools to improve customer service delivery and response time.
Analytics: Offers deep insights through detailed reports and dashboards for data-driven decisions.

What benefits or ROI should users expect?

Increased Productivity: Automates routine tasks, allowing teams to focus on strategic goals.
Enhanced Customer Insights: Provides greater visibility into customer preferences and behaviors.
Improved Decision Making: Empowers users with data-driven insights for strategic planning.
Scalability: Adapts to business growth without requiring significant changes or investments.

Vtiger CRM is effectively implemented across industries like healthcare, where it streamlines patient interaction management. In retail, it enhances personalized shopping experiences, while in finance, it ensures compliance and improves customer relations. Vtiger CRM's versatility allows it to be molded to fit industry-specific requirements.

Vtiger

Sample Customers

Fibabanka, UMC Health System

Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors

Buyer's Guide

SCSM vs. Vtiger CRM

January 2026

Free Report: SCSM vs. Vtiger CRM

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