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Featured Review
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SCSM and other solutions. Updated: November 2021.
552,027 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
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.""The solution overall has been quite stable.""I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.""I like how it can be integrated and expanded with other ManageEngine products.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms.""I like the catalog features and workflow. I also like the knowledge space.""Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."

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"Many more features than other comparable products.""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 valuable feature is the reporting of incidents.""The reporting is very good.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""The most requested feature from our customers is the helpdesk ticketing system.""SCSM is easy to learn because all of the material, including training videos, can be found online."

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Cons
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""The timing reporting module, and how it's used is a bit difficult to understand.""I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.""Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.""The documentation could be improved."

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"The configuration could be easier.""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.""They need more integration with open-source products.""The user interface needs to be improved.""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.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

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Pricing and Cost Advice
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.""It is cheaper than the competitors.""Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.""We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.""The only issue for us is the pricing, which is quite high in comparison with the competition.""As compared to a lot of systems out there, it is more affordable."

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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: Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also… more »
Top Answer: As compared to a lot of systems out there, it is more affordable.
Top Answer: As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about… 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
4th
out of 55 in Help Desk Software
Views
6,188
Comparisons
4,758
Reviews
11
Average Words per Review
440
Rating
8.0
8th
out of 55 in Help Desk Software
Views
2,913
Comparisons
1,725
Reviews
8
Average Words per Review
912
Rating
7.1
Comparisons
Also Known As
System Center Service Manager
Learn More
Overview

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

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 ManageEngine ServiceDesk Plus
Learn more about SCSM
Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Fibabanka, UMC Health System
Top Industries
REVIEWERS
Reseller19%
Computer Software Company14%
Comms Service Provider10%
Government10%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider23%
Government7%
Financial Services Firm5%
VISITORS READING REVIEWS
Computer Software Company28%
Government16%
Comms Service Provider14%
Healthcare Company4%
Company Size
REVIEWERS
Small Business39%
Midsize Enterprise29%
Large Enterprise32%
REVIEWERS
Small Business36%
Midsize Enterprise36%
Large Enterprise29%
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SCSM and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.

ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 12 reviews while SCSM is ranked 8th in Help Desk Software with 7 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes "Easy to configure SLAs and generate reports". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, BMC Helix ITSM and SolarWinds Web Help Desk, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, IBM SmartCloud Control Desk and SysAid. See our ManageEngine ServiceDesk Plus 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.