What is our primary use case?
I use this solution for managing client devices, system deployment, application deployment, and customization for their client devices. I work in a consultancy company providing services based on client devices.
What is most valuable?
I find many features valuable: OS deployment, application installation, packages, programs, compliance settings, reporting services, and so on. I've used SCSM a lot, and its features are valuable.
What needs improvement?
It would be good if Microsoft added custom attributes or tagging like in Jamf.
For how long have I used the solution?
I have used the solution for 20 years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
SCSM is scalable. Even moving into the cloud, adding management by introducing Intune into the ecosystem, or adding additional distribution points, SCSM is pretty scalable in all those aspects.
A small company just needs one server. As SCSM can work for multiple roles for bigger companies, you can eliminate a certain server as a specific role, so you can scale quite easily.
How are customer service and support?
I did not need much Microsoft support, but whenever I have had to contact them, I can open a support ticket and have an engineer assigned to it, so there are no issues with them.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have previously used SMS by Microsoft, which is System Management Software. I have also used a similar solution in the Mac ecosystem called Jamf.
Several things could be done in Jamf that could not be done in SCSM, such as custom attributes or tagging. In Jamf, I could build several reports based on custom attributes that were straightforward to define for dynamic group memberships. And SCSM is different. If you have a specific need in Jamf, you can cover it easily. But in SCSM, you have to tweak something, and that's quite complex. The two ecosystems target different client and customer needs. I cannot compare them because both of them, in their specific cases, are covering specific needs. SCSM or Intune for Windows devices is pretty good, and Jamf for Mac devices are both good. But as Mac and Windows are completely different stories, the tools used for managing one or the other are also decent. If Microsoft has to learn something from Jamf, it would be custom attributes or tagging.
How was the initial setup?
The complexity of the initial setup depends on the hierarchy. If you define a quite complex hierarchy, then the deployment is complex. I find the initial setup straightforward. If you know what to do, the initial setup is straightforward.
It takes three days to implement the infrastructure. After that, it's a matter of operating the service.
What about the implementation team?
You'll need a team of four or five people because there are several components, such as database, storage, and networking, and all have to be aligned. But their roles depend on what you want to do. If you want a single administrator and separate and define several roles depending on if you want a system administrator on one side, active directory on another side, or packages on another side, then their roles depend.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable.
What other advice do I have?
I recommend the solution for any company that needs to manage client devices, operating system deployment, applications, and application portals for users to install some apps or the IT department that needs the portal for several applications or drivers or any other customization required by the business. It's a good product.
If you want to use SCSM, you should read, learn, and keep testing the product. Building a lab on your premises would be good to test and learn the software. If you don't feel confident in setting or experimenting, just try it outside the customer's ecosystem.
I rate the solution a nine out of ten.
*Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
