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SCSM Room for Improvement

Khaled Mostafa Gaafar - PeerSpot reviewer
ITSM & Project Management Consultant at a tech services company with 11-50 employees

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. 

There are very few default reports available and to create a custom report requires some special skills. The solution would benefit from making reporting and creating custom reports much easier and user-friendly.

Microsoft is a technology giant so they have the resources to do improvements or enhance the product, but I don't know if they will invest in it. It depends on their policy or their long-term development plans. Other ITSM solutions, for example, have other resources and they have very strong, and very flexible reporting modules that are easy to use. Microsoft should emulate them and do the same to enhance their product.

The customization in the form is not easy. It requires if we want to customize a form (like a change management or incident form) an installation of some tool called Services Manager Altering Tool. This is difficult. In comparison, in ServiceNow, you can add a custom field, and do some changes right in the form. With Service Manager, yes it is there and we can do it, but it is not easy or straightforward. We require special skills to make it happen. It needs to be easier.

The solution would benefit from offering a web interface and a better Sales Service Portal.

If the solution could add event planning and event management as a feature in the future that would be ideal. Currently, event management is measured within incident management, which is not the best practice according to ITIL when we integrate the SCSM with SCOM. SCOM is a monitoring tool in System Center and when SCOM triggers an alert and creates a ticket in Service Manager, it goes in as an incident ticket. I believe it's supposed to be an event. However, I suppose it could be either an incident or event, depending on the type, severity, or nature of the issue.

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BM
Global Service Leader, Future Energy at a wholesaler/distributor with 10,001+ employees

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.

It has limited stability and support, and it is also complex to deploy.

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Neelima Bitragunta - PeerSpot reviewer
Infra Architect at Cognizant

We have had some issues with the SCSM on-premise deployment version in the imaging aspects. 

Using the SCSM with Intune cloud we are able to manage only the workstations and endpoints, along with the mobile devices. Intune is not capable of managing other devices, such as Mac or Windows servers. Intune has a very limited Mac capability, it would be good if they focused on that area.

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Buyer's Guide
IT Service Management (ITSM)
July 2022
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: July 2022.
621,703 professionals have used our research since 2012.
OO
Information System Auditor (IT Audit) at a financial services firm with 1,001-5,000 employees

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

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MahmoudHesham - PeerSpot reviewer
IT Specialist at Information Technology of Egypt Corporation

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.

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Buyer's Guide
IT Service Management (ITSM)
July 2022
Find out what your peers are saying about Microsoft, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: July 2022.
621,703 professionals have used our research since 2012.