SCSM Reviews

We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies.

Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also planning to decommission the system and transfer the workload to Intune, utilizing autopilot.

Our company's clients prefer SCSM. It is also useful for areas consisting of applications, deployments, server updates, and security updates.

The most valuable features of the solution stem from areas like security updates and deployments. The product's valuable features in our company are attached to the applications and deployments.

We are using SCSM for ticket management where users send an email to a specific address configured in our service manager server. The email is then automatically collected to open tickets. We also developed a web portal to help users open change management and service management tickets. Every user who wants to access the information system needs to open a service management ticket. 

For any business change, a change request needs to be opened, including workflow validation from department managers. When we need to change or migrate servers or applications, a change request is necessary, containing different activities such as impact studies on the information system and recovery impacts.

SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management.

The use cases for the platform include managing servers, endpoints, and desktops to apply operating system updates and address the company's security requirements. 

When I contact a customer using this tool, I don't receive requests to change it. Customers have a large ecosystem of Microsoft solutions, including SCSM, SQL Server, and other tools. They rely on SCSM because it integrates well with their existing Microsoft infrastructure.

We use SCSM to manage all of our IT operations, including incident and service requests and problem management.

The solution is deployed on-premises. There are about 400 users in my organization, but we're hoping to increase that number to 1,000.

The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator.

Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box.

The setup process could be improved.

In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.

We use this for ticketing. Initially, it is just like ticketing but we wanted to have some change management configuration as well. The possibility for change management and the ticketing system are the two main use cases for this product for us. 

The integration part of the product is the most valuable for my uses. Because at the base and out of the box, all the products that you use are already talking to each other. Microsoft has a very good solution. At the back, I have an active directory, I have an Operations Manager, I have the Configuration Manager, I have the Orchestrator, I have a data protection manager, and a solution for the virtualizing management as well — VMM (Virtual Machine Manager). With all of these products integrated together, when I have got a ticket it should be visible in many places. I can do automated orchestration based on the scenario. This is awesome. I can shut down as many things as I like. If I have got something wrong — if I got a critical high alert — I can even shut down my whole infrastructure within a very short period of time. 

So the integration of the whole Microsoft suites is awesome. At one end, I'm using the Virtual Machine Manager that is the core of the infrastructure. Then I have to config the manager to have the complete listing of all the items of IP in my whole environment. Then I configure the Operations Manager as well. So the ticketing system is all I need to use for any of the component products. If I get an alarm and I need to call the Operation Manager, it is just one right-click to open the menu and I can automatically open ticket orders right on that alarm. When you click it, it will open the CSM (Customer Service Management) interface. I can do it seamlessly. The whole thing works with SSO (Single Sign-on) from the backend and it is very nice and completely integrated. A very convenient package like an all-in-one tool but it is actually five or six products acting well together. 

The ticketing can be automated and I can also manually create the ticket on a particular severity level. For the other IT products — even something like BMC Remedy — SCSM will integrate with these other products and you can generate alarms from those as well. There are many things it can do. But in the BMC example, the monitoring is not done by the BMC Remedy product itself. It is a pure IT solution with SCSM and CMDB (Configuration Management Database) controlling the process. Microsoft manages it so all things are working together once they are integrated.

I am operating two deployments of SCSM at one site. One is completely on-premise, and the other one is a co-management with Intune and is cloud-based.

For our cloud-based deployment of SCSM, the Autopilot is the best feature.

I use this solution for managing client devices, system deployment, application deployment, and customization for their client devices. I work in a consultancy company providing services based on client devices.

I find many features valuable: OS deployment, application installation, packages, programs, compliance settings, reporting services, and so on. I've used SCSM a lot, and its features are valuable.