SCSM is the right choice for an IT environment
February 17, 2018

SCSM is the right choice for an IT environment

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Microsoft System Center Service Manager

SCSM is used mainly for asset management and knowledge management, This allows us to know where and who owns what devices within our company. The knowledge management is mainly used to know how our equipment has been managed throughout the use of. This is mainly an IT organization tool.

Pros

  • Asset management. Before we used a spreadsheet for serial numbers, equipment location, etc. With having a spread out IT staff managing all this equipment, it came apparent real quick we were losing equipment, knowledge of replaced equipment, etc. SCSM resolved this with a better organization method.
  • Compliance Management has become an asset with becoming a PCI compliance shop.
  • We just started using the workflow optimizer for team asset tracking. These has helped manage who is working on what issues throughout the companies.

Cons

  • Customization of the service manage data warehouse. This is the primary function for storing lists within the data warehouse.
  • The overwhelming functions thrown at you in the beginning. I recommend a course that steps a new user through all the functionality so it doesn't seem impossible task to implement.
  • The asset management is a positive impact. Without an accurate way to track equipment, work performed on equipment and ownership of equipment; repair cost on outdated equipment was at a high. With this we have been able to replace and manage equipment in a more proactive manner.
  • Timeline management has been a positive impact. The tracking of projects has allowed our IT staff to focus on multiple projects.
IT auditing , asset tracking and timeline tracking have been the driving factors for our IT staff using Microsoft System Center Service Manager. The ROI from the time management of our IT staff has been the driving factor and its built for IT professionals to use. So training was a breeze.
if you are looking for an incident management and asset management suite, this software does a good job. The back end management of SCSM does a good job of allowing multiple users to update workflow of an incident. As for a less appropriate, I would say non-IT using it. This is made for true IT management with a medium knowledge of IT to function properly.

Microsoft System Center Service Manager Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
ITSM asset management
9.0
Asset management dashboard
9
Policy and contract enforcement
9
Change management
8.0
Change requests repository
7
Change calendar
8
Service-level management
9

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