We performed a comparison between SCSM and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The reporting is very good."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"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 like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I've used SCSM a lot, and its features are valuable."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"We used ServiceNow for change management, release management, and event management."
"Change management is most valuable."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"It's great to do statuses or to review tasks."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow is easy to use."
"Everything about the schema, including the design of ServiceNow, is great."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Once we had an issue with a desktop download that would not open."
"The price of this solution is high and it needs to be cheaper."
"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."
"Mobile application integration would be an improvement."
"The configuration could be easier."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"It's a little expensive compared to other tools."
"The user interface for accessing assistance sometimes disconnects."
"The solution is lacking in the mobile application area that could be improved."
"Their cloud management is also not that great compared to other products."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"It's missing monitoring capabilities."
SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. SCSM is rated 7.0, while ServiceNow is rated 8.4. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". SCSM is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our SCSM vs. ServiceNow report.
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