GLPI vs. Microsoft System Center Service Manager

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

We use Microsoft System Center Service Manager in the education sector. We believe this is the only real way to manage our IT systems and ensure compliance for not only today but tomorrow as well (what ever that brings!) Our IT management team significantly streamlined our working practices to mold a slick IT support service which serves our end users efficiently. Microsoft System Center Service Manager brought added automation and clarity for all major stakeholders in our organization through detailed reporting and scheduling, ensuring a complete realtime picture of the IT estate.

Incentivized

• Tickering
• Inventory
• FAQ

Incentivized

• This tool is used to track support requests among our IT staff.
• We use this tool to automate some more routine tasks.

Incentivized

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

• The software requires a lot of memory to run smoothly, otherwise it will be slow.
• It takes some time to learn, and training prices are a bit high.
• The price is a bit high; System Center is not a cheap solution.

Incentivized

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

As with all software, Microsoft System Center Service Manager has its quirks but it has more than made up for them with the sheer amount of functions the system brings to the table. Being based on the ITIL framework really shows with its design/terminology and, generally, we have found it 'just clicks' with our ITIL trained staff which makes operating our system straightforward and enables us to report to end users and all stakeholders consistently with ease.

Incentivized

The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

Incentivized

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

I can't really compare them as we haven't used an "all in one" tool like SCCM. There are other patch management software, other remote control applications, and to be honest, I find those work better when compared to SCCM. However, there hasn't been an application yet that does it all, so I feel it's unfair to compare. All of these tools that SCCM offers could/should be fine-tuned and made to be a bit more user-friendly.

Incentivized

• Quick resolution of incidents
• User satisfaction measurement

Incentivized

• The tool has saved money in a transition from another 3rd party tool
• It simplifies the ease of use for users. This is similar to other Microsoft tools
• We are able to provide reports of system performance when questions arise about availability.

Incentivized