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Cherwell Service Management vs SCSM comparison

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Read 6 SCSM reviews.
3,104 views|1,945 comparisons
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management.""The dashboard and the reporting functionality are the solution's most valuable features."

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"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.""The most requested feature from our customers is the helpdesk ticketing system.""The reporting is very good.""The most valuable feature is the reporting of incidents.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""Many more features than other comparable products."

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Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"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.""I have found SCSM not adequate enough to carry out some functions.""We would like to see a web-based interface that works on mobile devices.""The user interface needs to be improved.""They need more integration with open-source products.""The configuration could be easier."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "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."
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    Questions from the Community
    Top Answer: 
    Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer: 
    For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer: 
    Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer: 
    The support from Microsoft is good and we also have local support on the ground in Nigeria.
    Top Answer: 
    The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support.
    Top Answer: 
    I have found SCSM not adequate enough to carry out some functions.
    Ranking
    25th
    out of 55 in Help Desk Software
    Views
    1,583
    Comparisons
    1,201
    Reviews
    2
    Average Words per Review
    385
    Rating
    7.0
    12th
    out of 55 in Help Desk Software
    Views
    3,104
    Comparisons
    1,945
    Reviews
    7
    Average Words per Review
    655
    Rating
    7.1
    Comparisons
    Also Known As
    System Center Service Manager
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    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
    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.
    Offer
    Learn more about Cherwell Service Management
    Learn more about SCSM
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    Fibabanka, UMC Health System
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider14%
    Government7%
    Educational Organization6%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Government16%
    Comms Service Provider14%
    Healthcare Company4%
    Company Size
    No Data Available
    REVIEWERS
    Small Business36%
    Midsize Enterprise36%
    Large Enterprise29%
    Find out what your peers are saying about Cherwell Service Management vs. SCSM and other solutions. Updated: January 2022.
    563,208 professionals have used our research since 2012.

    Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews while SCSM is ranked 12th in Help Desk Software with 6 reviews. Cherwell Service Management is rated 7.0, while SCSM is rated 6.8. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, HEAT Service Management and Zendesk Guide, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Clarity SM and BMC Helix ITSM. See our Cherwell Service Management vs. SCSM 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.