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SCSM vs Zoho Desk comparison

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2,891 views|1,969 comparisons
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1,021 views|650 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and Zoho Desk 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. Zoho Desk report (Updated: September 2022).
635,513 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""It is quite scalable.""For our cloud-based deployment of SCSM, the Autopilot is the best feature."

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"The product is quite stable.""The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.""The ticketing feature is very easy to use, compared to other systems."

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Cons
"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.""I have found SCSM not adequate enough to carry out some functions.""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.""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."

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"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.""I would like to have integrated support, and integration between the ticketing tool and the project management tool.""Zoho Desk needs to be enhanced to support IT service management policies."

More Zoho Desk Cons →

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 →

  • "For what it does, it's quite cheap."
  • More Zoho Desk Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    635,513 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 most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.
    Top Answer:In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.
    Top Answer:Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.
    Ranking
    11th
    out of 58 in Help Desk Software
    Views
    2,891
    Comparisons
    1,969
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    25th
    out of 58 in Help Desk Software
    Views
    1,021
    Comparisons
    650
    Reviews
    3
    Average Words per Review
    394
    Rating
    7.7
    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.

    With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

    Offer
    Learn more about SCSM
    Learn more about Zoho Desk
    Sample Customers
    Fibabanka, UMC Health System
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government17%
    Comms Service Provider11%
    Energy/Utilities Company6%
    VISITORS READING REVIEWS
    Comms Service Provider19%
    Computer Software Company19%
    Retailer6%
    Manufacturing Company5%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise63%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise15%
    Large Enterprise55%
    Buyer's Guide
    SCSM vs. Zoho Desk
    September 2022
    Find out what your peers are saying about SCSM vs. Zoho Desk and other solutions. Updated: September 2022.
    635,513 professionals have used our research since 2012.

    SCSM is ranked 11th in Help Desk Software with 5 reviews while Zoho Desk is ranked 25th in Help Desk Software with 3 reviews. SCSM is rated 7.6, while Zoho Desk is rated 7.6. 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 Zoho Desk writes "Easy to set up and available anywhere but support needs to be better". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and Freshservice, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, Freshdesk and Zendesk Support. See our SCSM vs. Zoho Desk report.

    See our list of best Help Desk Software 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.