SCSM Reviews

Organizations report significant savings in man-hours with SCSM by enabling remote work and reducing travel. Though many only use limited features, those who leverage its full capabilities for activities like capacity planning and productivity tasks achieve greater returns. Despite its benefits in time and effort savings, some organizations consider changing due to reporting limitations and lack of enhancements, which affect their ROI assessments.

SCSM pricing varies; while some users find it low compared to alternatives, others consider it expensive. It follows Microsoft's licensing model, with costs based on infrastructure, processors, and cores. Bundled packages require additional licenses and support costs, leading to complexities. Users often purchase the whole System Center suite rather than just Service Manager. Some acquire SCSM free with other Microsoft products but incur extra integration and support expenses. The solution's cost-effectiveness and value perceptions differ among users.

• "The platform is competitively priced."
• "The pricing is reasonable."
• "I would rate the pricing as two out of five."

SCSM is used for administrative tasks, customer service management, OS upgrades, IT incidents, and a service catalog. It supports call logging, change and patch management, incident management, and ticketing. Organizations deploy SCSM on-premises and integrate cloud functionality. It facilitates HR onboarding and client management in sectors like banking and telecom. Its capabilities include historical data, service requests, and change management. SCSM manages IT operations, client devices, system customization, and ensures security updates.

Microsoft offers responsive technical support for SCSM, though the effectiveness varies based on issue severity and company size. Larger enterprises get better assistance, often involving direct interaction with engineers. For smaller concerns, responses can be slower, sometimes requiring external resources or documentation. Users suggest the necessity of partnerships or additional vendor support to ensure timely resolutions. Many users mention good experiences with quick responses, but complex issues may take longer to resolve.

Many found SCSM's initial setup straightforward following Microsoft's advice. Some encountered complexity, needing advanced knowledge. Others considered it moderate, requiring basic skills and training for ease. Customizing could extend deployment time, specific requirements impacting duration significantly. Integration and customization demands varied, potentially involving several months. Maintenance was generally minimal. Different organizations perceived difficulty based on hierarchy complexity and team involvement. Reports differed on time needed, ranging from hours to several weeks or months.

SCSM offers strong scalability and is easy to expand. Users highlight its ease of deployment, adaptability for different company sizes, and integration capabilities. With a vast capacity for configuration items, it efficiently handles expansion needs. However, performance issues arise with too many console connections, and while it supports numerous add-ons, additional costs may occur. Despite some potential slowness and limitations, SCSM remains adaptable for varying demands across sectors, including large enterprises and smaller companies.

Users generally find SCSM stable, highlighting improvements in recent versions. Some experience minor bugs or workflow issues but feel it's among the more reliable options available. While concerns exist about forced cloud migration, many haven't encountered significant problems. Earlier versions required frequent restarts, but updates have enhanced performance. There's appreciation for its stability in on-premises environments, with some users rating it as high as eight or ten on a ten-point scale.