Microsoft System Center Service Manager vs. Serviceware Processes (helpLine)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft System Center Service Manager
Score 8.4 out of 10
N/A
Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle management.N/A
Serviceware Processes (helpLine)
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
Pricing
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Top Pros
Top Cons
Features
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft System Center Service Manager
7.8
7 Ratings
4% below category average
Serviceware Processes (helpLine)
8.9
1 Ratings
9% above category average
Organize and prioritize service tickets8.04 Ratings10.01 Ratings
Expert directory7.03 Ratings9.01 Ratings
Service restoration7.04 Ratings6.01 Ratings
Self-service tools8.75 Ratings9.01 Ratings
Subscription-based notifications7.04 Ratings9.01 Ratings
ITSM collaboration and documentation9.76 Ratings10.01 Ratings
ITSM reports and dashboards7.16 Ratings9.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Microsoft System Center Service Manager
8.2
7 Ratings
0% below category average
Serviceware Processes (helpLine)
8.3
1 Ratings
1% above category average
Configuration mangement9.86 Ratings9.01 Ratings
Asset management dashboard8.77 Ratings9.01 Ratings
Policy and contract enforcement6.05 Ratings7.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Microsoft System Center Service Manager
6.7
6 Ratings
22% below category average
Serviceware Processes (helpLine)
10.0
1 Ratings
18% above category average
Change requests repository6.16 Ratings10.01 Ratings
Change calendar6.05 Ratings00 Ratings
Service-level management8.05 Ratings10.01 Ratings
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User Ratings
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Likelihood to Recommend
8.8
(7 ratings)
9.0
(1 ratings)
Support Rating
8.9
(2 ratings)
9.0
(1 ratings)
User Testimonials
Microsoft System Center Service ManagerServiceware Processes (helpLine)
Likelihood to Recommend
Microsoft
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
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Serviceware
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
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Pros
Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
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Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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Cons
Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
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Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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Support Rating
Microsoft
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.
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Serviceware
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
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Alternatives Considered
Microsoft
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
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Serviceware
Unfortunately I have no experience with other products.
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Return on Investment
Microsoft
  • 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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Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
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ScreenShots