Service and Support
Microsoft customer service and support for SCSM show a range of experiences. Some users are satisfied with responsiveness and resolution times, while others find interactions slow or lacking expertise. Larger enterprises often receive better assistance, and severity of issues influences support quality. Many users rely on local vendors for assistance. Some feel self-research is needed due to support limitations. Ratings vary; while some rate the service highly, others see room for improvement.
Deployment
Some users found SCSM's initial setup straightforward, particularly with training. Others encountered complexity, requiring technical skills and customization. Infrastructure setup was relatively simple but operational aspects like defining SLAs could be challenging and time-consuming. Integration, customization needs, and project scope significantly influenced setup duration. While installations were often completed in days, full deployment varied, requiring additional expertise for specific tasks. Generally, users appreciated the availability of online training materials to aid the setup.
Scalability
SCSM is scalable, with users praising its ease of deployment and ability to handle diverse company sizes. While some note performance issues with a high number of console connections, others highlight its suitability for large environments. Customization and expansion are possible, supported by third-party add-ons. There are concerns about reporting limitations, yet many find it effective with sufficient licensing. Intune integration adds scalability, appealing to organizations with different roles.
Stability
SCSM is considered stable by many, with users noting substantial improvements over the years. Some appreciate its consistency without significant glitches, while others have encountered minor issues like workflow hiccups. Stability is rated between eight and ten by users, though some express concerns about Microsoft's potential strategic shifts towards cloud solutions. Generally, the experience is positive, despite a few unresolved bugs. Users highlight its performance as satisfactory for on-premises setups, although compliance limitations exist.