Service Manager, Solid overall!
February 18, 2020

Service Manager, Solid overall!

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

Overall Satisfaction with Microsoft System Center Service Manager

We use this tool for tracking IT service requests in our organization. We use this specifically as an internal IT tool that we use between technical staff across the company. We also are leveraging this tool to automate some of the more routine items that we run across on a daily basis.
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
  • It takes a while to configure everything.
  • It lacks some more advanced features of other ticketing tools.
  • This has saved us money we believe in the long term when it came to the automation pieces of the software package.
  • There were some headaches in the beginning when it came to configuring everything that took a bit longer than we preferred.
It has its similarities between the two from a ticketing standpoint but as a primarily Microsoft shop it is nice to have a product that was created to play along with other tools that we are using such as SCCM. We like Jira for the project management tools and Cherwell for their customization but the latter took lots of effort to get that piece working.
There is a fair amount of documentation out there to help you when you have questions or run into issues with this product as well as tutorials on some of the more common tasks. Between the documentation and the overall ease of use we haven't had to deal with direct Microsoft support for this product.

Do you think Microsoft System Center Service Manager delivers good value for the price?

Yes

Are you happy with Microsoft System Center Service Manager's feature set?

Yes

Did Microsoft System Center Service Manager live up to sales and marketing promises?

Yes

Did implementation of Microsoft System Center Service Manager go as expected?

Yes

Would you buy Microsoft System Center Service Manager again?

Yes

I do believe that this is an overall positive tool that can be leveraged to solve internal issues and to also automate some of the more common and repetitive tasks that you might be running into as an organization. It does take some effort to get everything set up but once that is completed and you leverage your templates it does become much easier.

Microsoft System Center Service Manager Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
6
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
6
Policy and contract enforcement
6
Change requests repository
6
Change calendar
6
Service-level management
8