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 #45, while Microsoft is ranked #12 with an average rating of 7.4. IT Care Center holds a 0.1% mindshare in ISM, compared to Microsoft’s 1.9% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 66% of Microsoft users who would recommend it.

IT Care Center

Read 7 IT Care Center reviews

150 Views
22 Comparison Views

100% willing to recommend

SCSM

Read 26 SCSM reviews

987 Views
566 Comparison Views

66% willing to recommend

IT Care Center

SCSM

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.

To learn more, read our detailed IT Care Center vs. SCSM Report (Updated: November 2024).

Buyer's Guide

IT Care Center vs. SCSM

November 2024

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Helped 825,399 peers since 2012

Categories and Ranking

IT Care Center

Ranking in Help Desk Software

42nd

Ranking in IT Service Management (ITSM)

45th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

SCSM

Ranking in Help Desk Software

13th

Ranking in IT Service Management (ITSM)

12th

Average Rating

7.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2025, in the IT Service Management (ITSM) category, the mindshare of IT Care Center is 0.1%, up from 0.0% compared to the previous year. The mindshare of SCSM is 1.9%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Asaf Yosovich

IT Team Lead at a tech company with 501-1,000 employees

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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Sinan Arslan

System Administrator at Calik Holding A.S.

Offers good productivity at a low price point but needs improvement in reporting area

My company has a local team to deal with Microsoft-based environments. If there is a need for support, help is provided by the local vendors for Microsoft in Turkey. Sometimes, my company also receives professional support from Microsoft engineers. If the support required from Microsoft by our company falls under the category known as severity A, the support provided is professional and can be described as an outstanding process handled by Microsoft engineers. There is a dip in the level of support quality provided by Microsoft engineers if the support required from Microsoft by our company falls under the category known as severity B.

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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 runs smoothly and all of the components are very easy to work with."

"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."

"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 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."

"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."

"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 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."

"The support from Microsoft is good and we also have local support on the ground in Nigeria."

"The solution is quite easy to integrate with other Microsoft products."

"This product has helped our organization by allowing people to connect with each other."

"SCCM provides remote tool functionality, which is not in Intune."

"The reporting is very good."

"Many more features than other comparable products."

"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

"I've used SCSM a lot, and its features are valuable."

More SCSM pros

Cons

"The UI screens could be a little bit more modern."

"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."

"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."

"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."

"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."

"The price of this solution is high and it needs to be cheaper."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"Once we had an issue with a desktop download that would not open."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

"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."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"Mobile application integration would be an improvement."

More SCSM cons

Pricing and Cost Advice

"This product is very cheap when compared to other platforms."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"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."

"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."

"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."

"The licensing model is very flexible."

"I would rate the pricing as two out of five."

"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."

"It is a lower price vs. other things on the market."

"The license for SCSM is cheap."

"Licensing can be complex and confusing."

"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."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Government

23%

Financial Services Firm

12%

Manufacturing Company

11%

Computer Software Company

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

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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.

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What needs improvement with SCSM?

From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...

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Comparisons

No data available

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Compared 55% of the time

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JIRA Service Management vs SCSM

Compared 12% of the time

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Product Reports

Buyer's Guide

IT Care Center

December 2024

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Buyer's Guide

SCSM

December 2024

Download 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

November 2024

Free Report: IT Care Center vs. SCSM

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