Try our new research platform with insights from 80,000+ expert users

SCSM vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.7
SCSM offers savings and efficiency, but underutilization and reporting issues can limit ROI and lead to potential dissatisfaction.
Sentiment score
6.9
ServiceNow generally delivers high ROI, boosting efficiency and productivity, though initial adoption challenges and costs exist for some users.
 

Customer Service

Sentiment score
6.2
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Sentiment score
7.1
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Scalability Issues

Sentiment score
7.1
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
Sentiment score
7.4
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
From an admin point of view, Intune has more features and is easier to manage.
 

Stability Issues

Sentiment score
7.3
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
Sentiment score
7.7
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
 

Room For Improvement

Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Setup Cost

SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
 

Valuable Features

SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
SCCM provides remote tool functionality, which is not in Intune.
 

Categories and Ranking

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
26
Ranking in other categories
No ranking in other categories
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
214
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of December 2024, in the IT Service Management (ITSM) category, the mindshare of SCSM is 1.9%, down from 2.1% compared to the previous year. The mindshare of ServiceNow is 26.0%, down from 27.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Sinan Arslan - PeerSpot reviewer
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.
Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
824,106 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
23%
Manufacturing Company
12%
Financial Services Firm
12%
Computer Software Company
10%
Educational Organization
26%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
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.
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, ...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Comparisons

 

Also Known As

System Center Service Manager
No data available
 

Overview

 

Sample Customers

Fibabanka, UMC Health System
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about SCSM vs. ServiceNow and other solutions. Updated: November 2024.
824,106 professionals have used our research since 2012.