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OTRS vs SCSM comparison

OTRS and Microsoft are both solutions in the IT Service Management (ITSM) category. OTRS is ranked #31, while Microsoft is ranked #11 with an average rating of 7.4. OTRS holds a 0.7% mindshare in ISM, compared to Microsoft’s 1.6% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution.
OTRS
  • 166 Views
  • 122 Comparison Views
SCSM
Read 26 SCSM reviews
  • 896 Views
  • 495 Comparison Views
66% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between OTRS and SCSM based on real PeerSpot user reviews.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2025).
Buyer's Guide
IT Service Management (ITSM)
April 2025
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Review summaries and opinions

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

Categories and Ranking

OTRS
Ranking in IT Service Management (ITSM)
31st
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
SCSM
Ranking in IT Service Management (ITSM)
11th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
Help Desk Software (12th)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of OTRS is 0.7%, up from 0.3% compared to the previous year. The mindshare of SCSM is 1.6%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

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PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…
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Top Industries

By visitors reading reviews
No data available
Government
26%
Computer Software Company
11%
Manufacturing Company
11%
Financial Services Firm
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.
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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

GLPI by Teclib vs OTRS Logo
GLPI by Teclib vs OTRS
Compared 52% of the time
JIRA Service Management vs OTRS Logo
JIRA Service Management vs OTRS
Compared 48% of the time
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ServiceNow vs SCSM Logo
ServiceNow vs SCSM
Compared 57% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 17% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus 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 Service Management (ITSM)
April 2025
OTRS reportDownload OTRS product report
Buyer's Guide
SCSM
March 2025
SCSM reportDownload SCSM product report
 

Also Known As

No data available
System Center Service Manager
 

Overview

With ITSM software your company works more efficiently, employees are more motivated and customers are more satisfied
Make your business even more successful and optimize your company’s processes. The OTRS cloud-based ITSM tool is the solution for improving customer and service-oriented work – individually adapted to your organization.
Take IT service management to the next level. An investment in the future of your company in response to the ever-increasing ITSM demands.

OTRS
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.
Microsoft
 

Sample Customers

Information Not Available
Fibabanka, UMC Health System
Buyer's Guide
IT Service Management (ITSM)
April 2025
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