2019-05-16T06:50:00Z

What advice do you have for others considering SCSM?

Julia Miller - PeerSpot reviewer
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21 Answers

Sinan Arslan - PeerSpot reviewer
Real User
2024-02-28T09:49:00Z
Feb 28, 2024

The integration capabilities of the product are directly related to the server or products under Microsoft Windows. The product cannot be integrated with other operating systems like Linux. The tool's self-service portal impacts user satisfaction in our company since we deal with more than 1,000 servers and 5,000 users and clients who use the solution. I use Microsoft Windows for Software Center. SCSM is a product that is included in the licenses that my company has purchased from Microsoft. My company is looking at other products that can help our environment in areas like performance management, log management, and other issues that we couldn't handle with SCSM. I rate the overall tool a six or seven out of ten.

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Hesham Rashed - PeerSpot reviewer
Real User
Top 5Leaderboard
2023-11-29T12:58:00Z
Nov 29, 2023

The tool is good and functions well enough. I rate the overall solution an eight out of ten.

AR
Real User
Top 20
2023-10-03T09:28:03Z
Oct 3, 2023

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.

CU
Real User
Top 20
2023-05-02T14:54:00Z
May 2, 2023

I would rate the product an eight out of ten. You need to keep your configuration simple.

Hossam Hussein - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-11-24T19:59:06Z
Nov 24, 2022

I would rate this solution as seven out of ten.

Neelima Bitragunta - PeerSpot reviewer
Real User
Top 20
2022-05-29T13:24:24Z
May 29, 2022

I rate SCSM an eight out of ten.

Learn what your peers think about SCSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
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MH
Real User
Top 10
2022-05-09T16:53:39Z
May 9, 2022

I would advise potential users to backup the data warehouse and work with Power BI to get more insights. They should also work with the concept of high availability, etc. On a scale from one to ten, I would give SCSM a nine.

BM
Real User
Top 10
2022-03-24T12:58:42Z
Mar 24, 2022

I would not recommend this solution. If I was starting again, I wouldn't get this product. We didn't have to buy it, and it was free with our enterprise agreement, but if I was going again, I'd go to the market and buy another product. If you've got Service Manager, I would recommend buying a solution from Cireson. They provide a browser interface and a whole pile of additional applications that sit on top of it. That's how you can get the features that are not in the product itself. The product is just an engine, and it is not very user-friendly. I would rate it a four out of ten.

OO
Real User
2021-09-14T12:10:27Z
Sep 14, 2021

I would recommend this solution to others. I rate SCSM an eight out of ten.

DH
MSP
2020-08-05T06:59:32Z
Aug 5, 2020

I would recommend this as a solution to other people considering it. But just as with everything and anything, people need to educate themselves as to the services that the application offers. It has to fit the need to be worth the cost and effort to understand. On a scale from one to ten where one is the worst and ten is the best, I would rate System Center Service Manager as an eight. It would not be higher because nothing is perfect and it does have some faults.

DD
Real User
2020-07-05T09:38:05Z
Jul 5, 2020

This is not a product that I recommend. My suggestion for anybody who is looking for this type of solution is to evaluate ServiceNow and BMC Helix ITSM. I would rate this solution a six out of ten.

Basem Ismail - PeerSpot reviewer
Real User
Top 10
2020-03-16T06:56:12Z
Mar 16, 2020

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud. This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine. This solution is good for some customers but other solutions are better for different reasons. I would rate this solution a five out of ten.

SergiusNkomadu - PeerSpot reviewer
Real User
2020-03-08T10:06:00Z
Mar 8, 2020

Others that need this product that want to implement this product need to know what they need and be knowledgable about it. The problem we're having with the customer is they don't know what they need. After sitting with them we analyze and see what they need. They may not even require a lot of features in that solution which seems to be easy for us but when that customer is knowledgable even if we deploy the whole portions of the solution that person will not be surprised if something is not achieved. So I advise customers to know exactly what they need in each System Center Service Manager. I would rate it at a nine out of ten.

KG
Consultant
2020-01-22T12:44:00Z
Jan 22, 2020

I'm an ITSM consultant. I'm an IT project management consultant and I'm working on Microsoft Service Manager and ServiceNow. I specialize in these two products: Microsoft System Center Manager, known as SCSM, and ServiceNow. Our company is a Microsoft System Center Golden Partner. SCSM is an on-premise deployment. There is no cloud deploying for SCSM. We typically deal with small to medium-sized businesses. However, the product is suitable for all business sizes, including enterprise-level organizations. I'd warn users considering implementing the solution that there are some product limitations that they should be aware of. Giving the solution a rating is difficult as it depends on the customer's requirements and needs. For example, if we gave an F1 race car driver a very good car, but not a car that fits his needs, it's still a good car, it's just not right for the race car driver because it doesn't fulfill his requirements. From our experience working with the solution, I'd rate it a seven out of ten.

SergiusNkomadu - PeerSpot reviewer
Real User
2020-01-12T12:03:00Z
Jan 12, 2020

Some customers have integrated this solution with InTune to manage the web part of it. The initial concept of SCSM was very nice, but after the 2012 version, they have been changing it and integrating it with the cloud. Major changes have been happening about every two years. As a system integrator, we are liaising with them to discuss ideas about what customers want and in what direction they are moving. My advice for anybody who is considering this solution is to be sure about what it is they need and what problem they are trying to solve. Sometimes when we sit with a customer and analyze what they need, we find that they do not require a lot of the features that are available. However, even when the whole solution is deployed, the customer may be unsatisfied if the intended goal is not achieved. This is why I advise customers to know exactly what it is they would like to do. System Center Service Manager is a good product, and it is very easy to use. If Microsoft packaged this solution in a better way then people would appreciate it more. I would rate this solution a nine out of ten.

TK
Consultant
2019-11-20T05:38:00Z
Nov 20, 2019

Before I was a consultant at SRB, and right now I'm working as a consultant and exploring additional products. Since the time before when the product was not that mature, I was not using SCSM for those few years. Now the product has been really changed. Especially the integration and configuration. And then also with the inclusion of Operation Manager and the Orchestrator. It is quite good now in comparison to the BMC Remedy and iTop. My advice to anyone considering the SCSM solution would be to figure out if it is the product for you by evaluating what you already have as a base and what you want to accomplish. If it is already a Microsoft shop and it is using virtual machines and using Active Directory and if all the machines are Windows-based, this is one thing. It is an easy decision. It is clear that if I'm using the virtual infrastructure from Hyper-V, we virtualize stuff and all the products and infrastructure make us a Microsoft shop, definitely go for the System Center. But, for example, if I'm working with VMware already, just go for that solution. VMware also has a lot of products. All this functionality is available using them. Or almost all. I don't think they have a ticketing system. It may have changed now. But for the configuration, they have a lot of products and opportunities. But with VMware, if you want to have it so you have Microsoft as a VM inside, it is much better to go with Microsoft instead of using something else on top of it. On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven. Maybe even between six and seven. This is because there are a few things they need to improve, especially in the interface. If you are only talking about rating the SCSM as a product, it is a different story. I'm talking about the whole System Center portfolio. SCSM cannot work alone. It needs System Center Configuration Manager at the back. If the configuration management is not there, it is very hard to manage the SCSM by itself. SCSM does not have its own CMDB. The CMDB is coming from the Configuration Manager. So it is not really a single product. If it were a complete product, and I could run it purely in one integrated solution, the rating would be higher.

SK
Real User
2019-10-23T05:52:00Z
Oct 23, 2019

We use the on-premises deployment model. Right now, we aren't really that happy with the solution and are considering switching to ServiceNow. In terms of advice I'd give to others considering implementing the solution, I'd suggest that they pay attention to their service catalogs. I'd rate the solution five out of ten.

ES
Real User
2019-10-22T04:42:00Z
Oct 22, 2019

We use the on-premises deployment model. The product is very good, aside from the patch management. I'd rate the solution five out of ten. If the patch management was better, I'd rate it much higher.

AM
Real User
2019-10-16T06:52:00Z
Oct 16, 2019

I would rate this solution a six out of ten.

OO
Real User
2019-08-26T06:42:00Z
Aug 26, 2019

We are using the private cloud deployment model. The advice I would give to others attempting to implement the solution is that you need to have a thorough, good understanding of the application, or else it may seem a bit complicated. Whoever is going to use it has to understand it or get some training. I would rate the solution eight out of ten.

Real User
2019-05-16T06:50:00Z
May 16, 2019

I would recommend this product to a colleague from another company. Overall, I would rate this solution a seven out of ten.

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...
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