Good ITSM
December 10, 2018
Good ITSM
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Microsoft System Center Service Manager
Used as the main ticketing system on one of the customers. SCSM helps to drive IT processes like incident and change management according to ITIL. Rich reporting capabilities allows us to create informative reports about things going around IT infrastructure, and analyze the trends. It natively integrates into the Microsoft stack-based environment and does not require huge administrative efforts.
- Incident management according to SLAs.
- Change management following internally approved processes.
- Reporting.
- Sometimes clients are working slowly and we are not able to find the reason.
- Hardly customizable.
- Need to spend some time to learn the administration part.
- All processes became consolidated in a single system.
- Was natively integrated to existing infrastructure.
- ITIL practices were implemented.
Not easy to customize, like ServiceNow, but default configuration works much more stably than SNow implementations I saw. Cannot be implemented as a service and requires underlying infrastructure. JIRA is much more lightweight, but very limited in functionality. At the same time both competing systems allow implementation of a service model, which can't be done with SCSM.