What users are saying about
31 Ratings
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Score 7.5 out of 101

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Likelihood to Recommend

Microsoft System Center Service Manager

Works well for companies with huge IT infrastrucure and ITIL processes in place, so entire management is consolidated in a single place and does not require consolidation of data from lots of different information systems.
May not be a good choice for small companies as it a bit expensive and requires the SQL Server to keep data.
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Feature Rating Comparison

Incident and problem management

Microsoft System Center Service Manager
8.2
Organize and prioritize service tickets
Microsoft System Center Service Manager
8.0
Expert directory
Microsoft System Center Service Manager
7.0
Service restoration
Microsoft System Center Service Manager
8.0
Self-service tools
Microsoft System Center Service Manager
10.0
Subscription-based notifications
Microsoft System Center Service Manager
9.0
ITSM collaboration and documentation
Microsoft System Center Service Manager
7.3
ITSM reports and dashboards
Microsoft System Center Service Manager
8.0

ITSM asset management

Microsoft System Center Service Manager
9.5
Configuration mangement
Microsoft System Center Service Manager
10.0
Asset management dashboard
Microsoft System Center Service Manager
9.0
Policy and contract enforcement
Microsoft System Center Service Manager
9.5

Change management

Microsoft System Center Service Manager
8.3
Change requests repository
Microsoft System Center Service Manager
7.7
Change calendar
Microsoft System Center Service Manager
9.0
Service-level management
Microsoft System Center Service Manager
8.3

Pros

  • Incident management according to SLAs.
  • Change management following internally approved processes.
  • Reporting.
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Cons

  • When imaging on occasion the system does not seem to accept your deployment. It may require you to put the image in the machine collection several times before it shows as available.
  • Patching seems to go well on the admin side but we have been having some issues with them installing on the user side. It seems like the user gets a message and then they get concerned. I have noticed that if you ignore the message the updates will install at some point. It is always a small percentage of users each time we push a patch but not able to tell why this is happening.
  • Deploying software seems to be about a 50/50 success rate. Not sure why and it is almost not worth the headache of using SCCM for this type of deployment. It would be nice if it was working consistently because you could push the software and have it installed on the user's machine without any downtime for the user.
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Alternatives Considered

We use this program on the thin client side of things. We don't utilize it as much as SCCM so I am not sure how it compares to tell you the truth. We are about to explore this option to see if this is a better way to manage the thin clients, which it is pointing in that direction. I don't think it is as intuitive as SCCM just from the little experience we have with it.
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Return on Investment

  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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Pricing Details

Microsoft System Center Service Manager

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details