Great all inclusive tool, but needs to be babied.
February 13, 2019

Great all inclusive tool, but needs to be babied.

Matthew Smith | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Microsoft System Center Service Manager

We use Microsoft System Center Service Manager for patching physical machines, as a tool for remoting into end-user machines, getting quick info on devices, and building and deploying packages and software to end users. It's a nice, central solution for much of what needs to be done via our service desk.

Pros

  • Remote control.
  • Quick info on end users.
  • Deploying software.

Cons

  • 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.
  • "Quick" patch management -- once the process is nailed down.
  • The ability to include remote control in a central place.
  • Reporting is great.
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.
If you're building and deploying packages and would like to have a central "place," this is the software for you. It should probably be used for a larger enterprise environment as it requires a dedicated team or person to administer it and keep it running on all cylinders -- especially if you want to utilize all the "options."

Microsoft System Center Service Manager Feature Ratings

Incident and problem management
6.5
Service restoration
6
Self-service tools
7
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
9.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Change calendar
Not Rated
Service-level management
Not Rated

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