SCSM Reviews

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint, Outlook, server licensing, and Azure.

We have Active Directory with Windows Server, though we currently have some problems with the actualization of Active Directory. Our entire environment is based on Microsoft.

I work in Ecuador for the city, and it has been difficult for us to migrate to web-based software. All our software is currently in our data center at the office, making it difficult to migrate to the cloud.

We have one site here and we need to migrate to another site. We use SCSM here for Service Manager and have remote assistance in our office.

When we reach out to Microsoft, the service rates at eight or nine. However, when we work with local partners, the rating drops to five or six.

Since we have a complete Microsoft environment, it does not present significant problems for us.

We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies.

Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also planning to decommission the system and transfer the workload to Intune, utilizing autopilot.

The use cases for the platform include managing servers, endpoints, and desktops to apply operating system updates and address the company's security requirements. 

When I contact a customer using this tool, I don't receive requests to change it. Customers have a large ecosystem of Microsoft solutions, including SCSM, SQL Server, and other tools. They rely on SCSM because it integrates well with their existing Microsoft infrastructure.

We are using SCSM for ticket management where users send an email to a specific address configured in our service manager server. The email is then automatically collected to open tickets. We also developed a web portal to help users open change management and service management tickets. Every user who wants to access the information system needs to open a service management ticket. 

For any business change, a change request needs to be opened, including workflow validation from department managers. When we need to change or migrate servers or applications, a change request is necessary, containing different activities such as impact studies on the information system and recovery impacts.

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.

Our company's clients prefer SCSM. It is also useful for areas consisting of applications, deployments, server updates, and security updates.

The most valuable features of the solution stem from areas like security updates and deployments. The product's valuable features in our company are attached to the applications and deployments.

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

The solution is deployed on-premises. There are about 400 users in my organization, but we're hoping to increase that number to 1,000.

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.

Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box.

The setup process could be improved.

In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.

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.

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.

I am operating two deployments of SCSM at one site. One is completely on-premise, and the other one is a co-management with Intune and is cloud-based.

For our cloud-based deployment of SCSM, the Autopilot is the best feature.