Cancel
You must select at least 2 products to compare!
Microsoft Logo
Read 23 SCSM reviews
1,384 views|761 comparisons
64% willing to recommend
SysAid Logo
813 views|394 comparisons
90% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and SysAid based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed SCSM vs. SysAid Report (Updated: May 2024).
772,649 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution offers good productivity at a low price point.""This solution is easy to use.""The most valuable feature is the reporting of incidents.""The reporting is very good.""We use SCSM to manage all of our IT operations, including incident and service requests and problem management.""The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

More SCSM Pros →

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.""The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.""The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""SysAid is more user-friendly, and its configuration is easier than other tools.""The solution can scale.""I would say the overall flexibility of the product is its most valuable feature.""The simplicity of the solution is excellent.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

More SysAid Pros →

Cons
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""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.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""Resources for understanding compliance and relative compliance need to be made available.""Mobile application integration would be an improvement.""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.""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."

More SCSM Cons →

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.""Currently, SysAid does not have a mobile application.""One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.""The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields.""SysAid has fewer AI features compared to other tools.""So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""We would like them to approve the security functionalities, e.g., management security features.""There is a learning curve for the users."

More SysAid Cons →

Pricing and Cost Advice
  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "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 license for SCSM is cheap."
  • "I would rate the pricing as two out of five."
  • More SCSM Pricing and Cost Advice →

  • "The pricing of SysAid is less than its competitors."
  • "Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
  • "Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • "Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
  • More SysAid Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    772,649 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Top Answer:SysAid is more user-friendly, and its configuration is easier than other tools.
    Top Answer:Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.
    Top Answer:With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
    Ranking
    14th
    out of 58 in Help Desk Software
    Views
    1,384
    Comparisons
    761
    Reviews
    6
    Average Words per Review
    397
    Rating
    7.7
    19th
    out of 58 in Help Desk Software
    Views
    813
    Comparisons
    394
    Reviews
    2
    Average Words per Review
    471
    Rating
    8.5
    Comparisons
    ServiceNow logo
    Compared 48% of the time.
    JIRA Service Management logo
    Compared 12% of the time.
    BMC Helix ITSM logo
    Compared 8% of the time.
    BeyondTrust Remote Support logo
    Compared 5% of the time.
    ServiceNow logo
    Compared 35% of the time.
    Spiceworks logo
    Compared 33% of the time.
    JIRA Service Management logo
    Compared 33% of the time.
    Also Known As
    System Center Service Manager
    Learn More
    Overview
    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.

    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    Sample Customers
    Fibabanka, UMC Health System
    Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
    Top Industries
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government26%
    Computer Software Company11%
    Financial Services Firm10%
    Manufacturing Company9%
    REVIEWERS
    University29%
    Healthcare Company29%
    Leisure / Travel Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Computer Software Company13%
    Financial Services Firm10%
    Retailer8%
    Insurance Company8%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business13%
    Midsize Enterprise22%
    Large Enterprise65%
    REVIEWERS
    Small Business50%
    Midsize Enterprise10%
    Large Enterprise40%
    VISITORS READING REVIEWS
    Small Business29%
    Midsize Enterprise14%
    Large Enterprise57%
    Buyer's Guide
    SCSM vs. SysAid
    May 2024
    Find out what your peers are saying about SCSM vs. SysAid and other solutions. Updated: May 2024.
    772,649 professionals have used our research since 2012.

    SCSM is ranked 14th in Help Desk Software with 23 reviews while SysAid is ranked 19th in Help Desk Software with 10 reviews. SCSM is rated 7.0, while SysAid 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 SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our SCSM vs. SysAid report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.