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Infraon Desk 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:
 

Scalability Issues

No sentiment score available
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.
 

Valuable Features

No sentiment score available
No sentiment score available
SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
SCCM provides remote tool functionality, which is not in Intune.
 

Room For Improvement

No sentiment score available
Sentiment score
4.9
Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Stability Issues

No sentiment score available
Sentiment score
8.7
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
 

Customer Service

No sentiment score available
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.
 

Setup Cost

No sentiment score available
Sentiment score
2.0
SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
 

Categories and Ranking

Infraon Desk
Ranking in Help Desk Software
40th
Ranking in IT Service Management (ITSM)
40th
Average Rating
7.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
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 Infraon Desk is 0.3%, up from 0.2% 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

KB
Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result
There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.
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.
report
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Government
24%
Financial Services Firm
11%
Manufacturing Company
11%
Computer Software Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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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

No data available
 

Also Known As

Everest Service Manager
System Center Service Manager
 

Overview

 

Sample Customers

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Fibabanka, UMC Health System
Find out what your peers are saying about Infraon Desk vs. SCSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.