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Freshservice vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

Sentiment score
7.5
Freshservice support is praised for responsiveness but criticized for navigation challenges, misunderstandings, and inconsistent satisfaction with issue resolution.
Sentiment score
6.7
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Room For Improvement

Sentiment score
4.6
Freshservice needs better reporting, customization, integration, and workflow management, along with improvements in analytics and support features.
Sentiment score
4.9
Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
There's limited experience with the CMDB or asset management features.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Scalability Issues

Sentiment score
8.4
Freshservice scales well for small to medium businesses, despite customization limits and cost concerns for larger enterprises.
Sentiment score
7.3
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
From an admin point of view, Intune has more features and is easier to manage.
 

Setup Cost

No sentiment score available
Enterprise buyers should explore Freshservice's flexible licensing and competitive pricing, assessing feature costs and scalability per needs.
Sentiment score
2.0
SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
The solution offers flat licensing and appears to be cost-effective.
 

Stability Issues

Sentiment score
8.5
Freshservice is praised for reliability and stability, with minor issues in integration and data imports occasionally noted by users.
Sentiment score
8.7
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
 

Valuable Features

Sentiment score
8.3
Freshservice excels with its user-friendly design, scalability, and comprehensive features, boosting IT productivity and offering flexible pricing.
No sentiment score available
SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
SCCM provides remote tool functionality, which is not in Intune.
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.0
Reviews Sentiment
7.5
Number of Reviews
33
Ranking in other categories
Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th)
SCSM
Ranking in Help Desk Software
15th
Ranking in IT Service Management (ITSM)
13th
Average Rating
7.0
Reviews Sentiment
5.8
Number of Reviews
26
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.0%, down from 4.4% compared to the previous year. The mindshare of SCSM is 2.0%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
Hossam Hussein - PeerSpot reviewer
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
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.
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
7%
Government
6%
Financial Services Firm
6%
Government
24%
Financial Services Firm
11%
Manufacturing Company
11%
Computer Software Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools. It also lacks clear future development and improvement from Mic...
 

Comparisons

 

Also Known As

Flint
System Center Service Manager
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Fibabanka, UMC Health System
Find out what your peers are saying about Freshservice vs. SCSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.