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Infraon Desk vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
Number of Reviews
25
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
May 11, 2021
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
Nov 24, 2022
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.

Quotes from Members

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

Pros

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is a simple solution that is easy to configure."
"It is quite scalable."
"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
 

Cons

"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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Mobile application integration would be an improvement."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The user interface needs to be improved."
 

Pricing and Cost Advice

"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"I would rate the pricing as two out of five."
"Licensing can be complex and confusing."
"The platform is competitively priced."
"It is a lower price vs. other things on the market."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The price should be lower."
"The license for SCSM is cheap."
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Top Industries

By visitors reading reviews
No data available
Government
28%
Manufacturing Company
11%
Financial Services Firm
10%
Computer Software Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What needs improvement with SCSM?
One customer uses another management tool, SiteScope, alongside SCSM. They might be looking for additional functionalities that SCSM could integrate. Thus, the product could include more features s...
 

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: October 2024.
814,649 professionals have used our research since 2012.