We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The solution offers a lot of opportunities for integrations."
"The solution is free for up to five users."
"The strength is its pricing. It is easy to use."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"I like how it can be integrated and expanded with other ManageEngine products."
"The workflow automation is the most valuable feature of this solution."
"It is a simple solution that is easy to configure."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The call logging is the solution's most valuable feature. It's very easy to use."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The reporting is very good."
"The solution offers good productivity at a low price point."
"This product has helped our organization by allowing people to connect with each other."
"This solution is easy to use."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"The service delivery could be improved."
"The documentation could be improved."
"The product needs to allow for implementation for other departments besides the IT help desk."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"I would like to improve the task management module and analytics."
"Improvement is needed in the Software Assets Management functionality."
"They could improve the screens."
"They need more integration with open-source products."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The user interface needs to be improved."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The configuration could be easier."
"Resources for understanding compliance and relative compliance need to be made available."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Spiceworks, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our ManageEngine ServiceDesk Plus vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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