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ConnectWise Manage vs SCSM comparison

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892 views|652 comparisons
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Read 6 SCSM reviews.
3,104 views|1,945 comparisons
Featured Review
Find out what your peers are saying about ConnectWise Manage vs. SCSM and other solutions. Updated: January 2022.
563,780 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It handles ticketing pretty well, and it's not something I have many critiques for.""I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status.""The search function is really good. To have a single place where we have the account information stored is probably most valuable.""It's a nice ticketing system.""Contains every feature that a VAR or MSP would want.""We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process.""The product has been pretty stable so far.""The initial setup isn't too difficult."

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"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.""The most requested feature from our customers is the helpdesk ticketing system.""The reporting is very good.""Many more features than other comparable products.""The most valuable feature is the reporting of incidents."

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Cons
"The tracking inventory or the way it tracks the products is not very good.""All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous.""If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company.""It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient.""It needs to be easier to share tickets between users who need to work together.""The custom reporting needs to be improved.""There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options.""Sometimes it is a little bit slow, which is the only complaint I have about it."

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

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Pricing and Cost Advice
  • "There are some different add-ons and benefits that are optional and come at an additional cost."
  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
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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."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're… more »
    Top Answer: 
    The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
    Top Answer: 
    There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
    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
    9th
    out of 55 in Help Desk Software
    Views
    892
    Comparisons
    652
    Reviews
    8
    Average Words per Review
    775
    Rating
    8.0
    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
    Learn More
    Overview

    Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.

    ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.

    ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.

    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 ConnectWise Manage
    Learn more about SCSM
    Sample Customers
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    Fibabanka, UMC Health System
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company34%
    Comms Service Provider17%
    Government5%
    Manufacturing Company5%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Government16%
    Comms Service Provider14%
    Healthcare Company4%
    Company Size
    REVIEWERS
    Small Business93%
    Midsize Enterprise7%
    REVIEWERS
    Small Business36%
    Midsize Enterprise36%
    Large Enterprise29%
    Find out what your peers are saying about ConnectWise Manage vs. SCSM and other solutions. Updated: January 2022.
    563,780 professionals have used our research since 2012.

    ConnectWise Manage is ranked 9th in Help Desk Software with 10 reviews while SCSM is ranked 12th in Help Desk Software with 6 reviews. ConnectWise Manage is rated 8.2, while SCSM is rated 6.8. The top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". 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". ConnectWise Manage is most compared with ServiceNow, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus, Kaseya BMS and JIRA Service Management, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Clarity SM and Zendesk Guide. See our ConnectWise Manage vs. SCSM report.

    See our list of best Help Desk Software 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.