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IT Care Center vs SCSM comparison

IT Care Center and Microsoft are both solutions in the IT Service Management (ITSM) category. IT Care Center is ranked #43, while Microsoft is ranked #13 with an average rating of 7.3. IT Care Center holds a 0.1% mindshare in ISM, compared to Microsoft’s 2.0% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 65% of Microsoft users who would recommend it.
IT Care Center
Read 7 IT Care Center reviews
  • 187 Views
  • 18 Comparison Views
100% willing to recommend
SCSM
Read 25 SCSM reviews
  • 1,138 Views
  • 639 Comparison Views
65% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and IT Care Center are both IT management solutions. Based on the results, IT Care Center seems to have the upper hand due to its ease of use and flexibility in pricing.

Features: SCSM is noted for its comprehensive integration within the Microsoft ecosystem, offering strong incident reporting, change management, and automation capabilities. IT Care Center is valued for its customizable workflows and broad integration options, especially with tools like Slack, enabling adaption to specific enterprise needs. Its robust feature set includes ticketing, asset management, and automated workflow processes.

Room for Improvement: SCSM could benefit from enhancements to its self-service portal and improved support for mobile devices. Users have also pointed out a need for more intuitive customization and simplified integration. IT Care Center could modernize its design and improve mobile accessibility. Better plug-and-play functionality with IT telephony and tools like Teams and Cisco is also recommended.

Ease of Deployment and Customer Service: SCSM is mostly deployed on-premises and benefits from Microsoft's technical support, though some users report variability in response times. IT Care Center offers more deployment flexibility with both on-premises and public cloud options. Its customer service is generally well-rated, with adaptability to enterprise-specific needs.

Pricing and ROI: SCSM’s licensing model is complex, with potential additional costs for integrations and support. Users find the pricing high, despite its comprehensive feature set. IT Care Center offers a straightforward pricing model with all modules under one license, easing budgeting and offering justifiable ROI through reduced costs and flexible adaptation. Both provide significant ROI, but IT Care Center's pricing is considered more user-friendly.

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To learn more, read our detailed IT Care Center vs. SCSM Report (Updated: October 2024).
Buyer's Guide
IT Care Center vs. SCSM
October 2024
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Categories and Ranking

IT Care Center
Ranking in Help Desk Software
42nd
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.6
Number of Reviews
7
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 IT Care Center is 0.1%, up from 0.1% 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

AY
Apr 5, 2021
Easy to use, helping us reduce costs by half
The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.
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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.
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Quotes from Members

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

Pros

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."
"It runs smoothly and all of the components are very easy to work with."
"Many more features than other comparable products."
"The solution offers good productivity at a low price point."
"The solution is quite easy to integrate with other Microsoft products."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The most requested feature from our customers is the helpdesk ticketing system."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
More SCSM pros
 

Cons

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"The UI screens could be a little bit more modern."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Resources for understanding compliance and relative compliance need to be made available."
"They need more integration with open-source products."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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."
"The configuration could be easier."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
More SCSM cons
 

Pricing and Cost Advice

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"The licensing model is very flexible."
"This product is very cheap when compared to other platforms."
"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
"It is an expensive solution."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"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."
"Licensing can be complex and confusing."
"It is a lower price vs. other things on the market."
"The platform is competitively priced."
"The pricing is reasonable."
More SCSM pricing and cost advice
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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
 

Questions from the Community

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Earn 20 points
What do you like most about SCSM?
The solution offers good productivity at a low price point.
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What is your experience regarding pricing and costs for SCSM?
The platform is competitively priced.
See all answers
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...
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Comparisons

No data available
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ServiceNow vs SCSM
Compared 53% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 22% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 15% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 10% of the time
More SCSM Competitors
 

Product Reports

Buyer's Guide
IT Care Center
October 2024
IT Care Center reportDownload IT Care Center product report
Buyer's Guide
SCSM
October 2024
SCSM reportDownload SCSM product report
 

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
System Center Service Manager
 

Learn More

IT Care Center
Microsoft
 

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
 

Sample Customers

Information Not Available
Fibabanka, UMC Health System
Buyer's Guide
IT Care Center vs. SCSM
October 2024
Free Report: IT Care Center vs. SCSM
Find out what your peers are saying about IT Care Center vs. SCSM and other solutions. Updated: October 2024.
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