SCSM Reviews

We primarily use the solution to log calls and also for change and patch management.

The call logging is the solution's most valuable feature. It's very easy to use.

The solution isn't too resource-intensive.

The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.

They should make it easy to use and to make it possible for users to log calls on the portal. It needs to be web-based. 

The solution is stable.

I've never tested the scalability of the solution. We only have about 10 to 20 users on it right now. We don't have plans to increase the usage right now.

We're happy with technical support. They've been fairly responsive. We log a call with Microsoft and they are able to log in and fix the problem for us.

We did previously use a different solution. It was something that we had developed internally.

The initial setup is quite complex. It requires someone with advanced knowledge to install it.

We outsourced the implementation to a consultant. They were very good and knew exactly what to do.

This solution uses the Microsoft licensing model. We pay every three years. The license includes support.

We use the on-premises deployment model.

The product is very good, aside from the patch management. I'd rate the solution five out of ten. If the patch management was better, I'd rate it much higher.

We use this solution for internal IT incidents, IT requests, and the service catalog.

This is an on-premises deployment.

This solution is easy to use. You don't have to create a new process.

The interface needs to support better customization.

I would like to have the ability to integrate with other systems from the back-end. I am using Orchestrator and it is a little bit difficult because there are too many constraints. I want to connect to other applications to get the data directly.

Mobile application integration would be an improvement.

We have had problems in the past, but the latest version is stable.

We only have one location with one database that is centralized. 

I would rate this solution a six out of ten.

We use it when we want to push out OS upgrades to our users around the world.

In years past we used to go to the client to upgrade, etc. It was quite cumbersome. The solution has made managing the environment streamlined and much easier. I don't have to go to the client physically.

The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good. Also, the solution's patches have been very useful.

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 solution is quite stable. We don't have errors or bugs or anything like that.

The solution is scalable. It's easy to expand. We don't have plans to increase usage at this time, however.

Technical support is good. They are very responsive.

The solution we had previously was more manual. We had to physically go to the computer to update everything.

The initial setup was a bit complex. It wasn't that user-friendly. My team had to play around with it a bit.

We implemented the solution ourselves.

I think it's the value for money we are seeing in terms of ROI. We've saved a lot of man-hours. We have branches in the US and a lot of times in the past it used to involve you going over there, you meet your team member and having to actually fly physically. Now, most of the software we do remotely.

We are using the private cloud deployment model.

The advice I would give to others attempting to implement the solution is that you need to have a thorough, good understanding of the application, or else it may seem a bit complicated. Whoever is going to use it has to understand it or get some training. 

I would rate the solution eight out of ten.

Our primary use case for this product is to manage customer service.

This product has helped our organization by allowing people to connect with each other.

The best thing about this product is that it is digital.

The price of this solution is high and it needs to be cheaper.

This is a stable solution.

It is an expensive solution.

I would recommend this product to a colleague from another company.

Overall, I would rate this solution a seven out of ten.

The primary use is for administrative use. We use it for the reporting, deployment, and ITSM services. 

It is easy to download from the Microsoft site. And, if you wish you can do a download trial, and deploy in a virtual lab. It is easy to use. It is fairly user-friendly. 

There are a few bugs. I would definitely suggest that if the end user is a layman, he needs to be trained how to use the solution properly.

It is a stable product.

The scalability is a collaborative with SCOM, and SCSM. SCSM is a configuration manager for page and software development. You can see your systems which have been updated and it can easily deploy the new things as well. You can also see it is a collaborative operations manager and integration manager. Sometimes there are resource qualities that you gain in multiple services one point to another point.

In the past, I had to use tech support when I installed SCSM from a desktop and it would not open. I sent a ticket to  Microsoft and in around a half an hour, they replied to me and within 10-15 minutes, they resolved the issue. I t was fast and good service.

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

The Separate Activity management module is really helpful in view of the complexity of the tasks (incidents and change requests) we perform daily.

There are several automated processes through the tool we perform (IM, SRF, CM, activity management). And the routine of emails, calls and verbal approaches are directed to the tool specially customized to our needs.

Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure.

Out-of-the-box SCSM Self-Service portal is almost useless. You can research third party products that will allow you to use more features of SCSM via a web self service portal as well.

Also, the lack of a mobile version is disappointing.

I've used it for approximately one year.

Sometimes the SCSM console on a FAT client hangs.

The number of console connections should be not 50 per management server (as per Microsoft advice) but less than 40 due to performance issues.

6/10 - the overall Microsoft technical support is surely higher, but taking into consideration that any incident that affects business continuity will take a week or to be solved because of a lack of SCSM experts severely takes something away.

I didn’t choose SCSM, but was forced to work with it.

Previously, I used two in-house developed tools, ManageEngine and CA Service Desk Manager.

We followed Microsoft's advice, and it was straightforward.

It was implemented in-house and the only valuable advise is to plan, again plan then do, check and then act. You need to know how many users, what roles, what services, SLAs, tiers, members, and distribution lists because SCSM works with AD DL`s for allocating roles.

Look around as there are a lot of better solutions!

My clients use it as a central management solution. 

It is a simple solution that is easy to configure. 

The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard. 

I have been working the product for ten years. 

The solution is stable and I would rate its stability an eight out of ten. 

I would rate the tool's scalability a seven out of ten. 

The product's setup is easy. I would rate the solution's setup a seven out of ten. The product's deployment took three days to complete.  

I would rate the product an eight out of ten. You need to keep your configuration simple.