SCSM vs SysAid comparison

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SCSM

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Executive SummaryUpdated on Nov 3, 2024

Microsoft System Center Service Manager and SysAid both cater to the IT service management category. SysAid appears to have an edge due to its simplicity, user-friendly features, and cost-effectiveness, which may appeal to a broader range of businesses.

Features: SCSM integrates seamlessly with the Microsoft ecosystem, utilizing automated orchestration and offering a robust incident management system. Its integration with other Microsoft products and services provides enterprises with a cohesive experience. SysAid is known for its intuitive self-service portal, integrated asset management, and efficient ticketing and asset tracking capabilities. It offers valuable reporting and remote access features, facilitating clear visibility and resource management.

Room for Improvement: SCSM has a limited self-service portal out-of-the-box, requires third-party enhancements, and faces challenges with customization, mobile integration, and patch management, which can be costly and complex. SysAid's back-end configurations can be difficult, and the lack of a mobile application is often highlighted by users. There is a call for more advanced features and seamless integration with additional IT systems.

Ease of Deployment and Customer Service: SCSM mainly offers on-premises deployment with some hybrid cloud capabilities and provides thorough technical support, which can be slow with complex issues. SysAid supports both public and private cloud deployments, offering more flexibility and is praised for its responsive technical support, providing timely assistance in diverse IT environments.

Pricing and ROI: SCSM's pricing is considered expensive due to the Microsoft licensing model, potentially deterring smaller businesses despite the potential high ROI when fully utilized. SysAid's competitive pricing and straightforward licensing offer attractive initial packages and affordable expansions, presenting a favorable ROI for budget-conscious organizations.

To learn more, read our detailed SCSM vs. SysAid Report (Updated: April 2025).

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SCSM vs. SysAid

April 2025

Helped 847,625 peers since 2012

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

SCSM

Ranking in Help Desk Software

12th

Ranking in IT Service Management (ITSM)

11th

Average Rating

7.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

19th

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.7% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

PraveenSharma3

UX Manager at a computer software company with 5,001-10,000 employees

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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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

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

"The solution offers good productivity at a low price point."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"The most valuable feature is the reporting of incidents."

"It is a simple solution that is easy to configure."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

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

More SCSM pros

"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."

"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."

"I would say the overall flexibility of the product is its most valuable feature."

"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 solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"The simplicity of the solution is excellent."

"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."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

More SysAid pros

Cons

"Mobile application integration would be an improvement."

"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."

"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

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

"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."

More SCSM cons

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

"SysAid has fewer AI features compared to other tools."

"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."

"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."

"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."

"Currently, SysAid does not have a mobile application."

"There is a learning curve for the users."

More SysAid cons

Pricing and Cost Advice

"The license for SCSM is cheap."

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

"Licensing can be complex and confusing."

"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."

"It is an expensive solution."

"The pricing is reasonable."

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

"The platform is competitively priced."

More SCSM pricing and cost advice

"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."

"We saw our investment back at the end of year one."

"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."

"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."

"The pricing of SysAid is less than its competitors."

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Top Industries

By visitors reading reviews

Government

25%

Financial Services Firm

11%

Computer Software Company

11%

Manufacturing Company

10%

Computer Software Company

14%

Financial Services Firm

12%

Retailer

Construction Company

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, ...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What is your experience regarding pricing and costs for SysAid?

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.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

ManageEngine ServiceDesk Plus vs SCSM

Comparisons

ServiceNow vs SCSM

Compared 58% of the time

BMC Helix ITSM vs SCSM

Compared 17% of the time

Compared 15% of the time

JIRA Service Management vs SCSM

Compared 10% of the time

More SCSM Competitors

ServiceNow vs SysAid

Compared 36% of the time

JIRA Service Management vs SysAid

Compared 33% of the time

Teamwork vs SysAid

Compared 31% of the time

More SysAid Competitors

Product Reports

Download SCSM product report

SCSM

March 2025

Download SysAid product report

March 2025

Also Known As

System Center Service Manager

No data available

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.

Microsoft

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