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Microsoft System Center Service Manager

Score8.6 out of 10

47 Reviews and Ratings

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What is Microsoft System Center Service Manager?

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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Microsoft System Center Service Manager has to offer, as determined by TrustRadius' reviewers.
Based on 47 ratings of Microsoft System Center Service Manager's features
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Top Performing Features

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.3

  • Self-service tools

    Repository of information documenting common issues and known resolutions which can be accessed directly by users

    Category average: 8.3

Areas for Improvement

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.4

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 8.5

Reviews

What users are saying about Microsoft System Center Service Manager.
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Microsoft System Center Service Manager Review

Incentivized
Mostafa DakamView profile
IT Administrator in Information Technology at Libyan Norwegian Fertilizer Company (1001-5000 employees employees)

Pros

  • Simplifies the operations of IT services
  • Flexibility in configuration
  • Application deployment across Windows machines
  • Server and workstation provisioning

Cons

  • The software requires a lot of memory to run smoothly, otherwise it will be slow.
  • It takes some time to learn, and training prices are a bit high.
  • The price is a bit high; System Center is not a cheap solution.

Return on Investment

  • Simplified our IT support
  • Provided extra security for our systems
  • Improved business process agility

Other Software Used

Microsoft Azure, Veeam Backup & Replication, Microsoft SQL Server

Great all inclusive tool, but needs to be babied.

Incentivized
Matthew SmithView profile
System Administrator in Information Technology at Questar Assessment Inc. (1001-5000 employees employees)

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.

Return on Investment

  • "Quick" patch management -- once the process is nailed down.
  • The ability to include remote control in a central place.
  • Reporting is great.

Good ITSM

Incentivized
Andrey PerepelitsynView profile
Senior SQL Server DBA in Information Technology at Atos IT Solutions and Services A/S (10,001+ employees employees)

Pros

  • Incident management according to SLAs.
  • Change management following internally approved processes.
  • Reporting.

Cons

  • 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.

Return on Investment

  • All processes became consolidated in a single system.
  • Was natively integrated to existing infrastructure.
  • ITIL practices were implemented.

Alternatives Considered

ServiceNow and Jira Service Desk

Other Software Used

Microsoft SQL Server, SQL Server Integration Services, Azure SQL Database, Microsoft System Center Configuration Manager, ServiceNow, System Center Operations Manager, Azure Active Directory, MeazureUp

Service Manager, Solid overall!

Incentivized
Verified User
Technician in Information Technology (1001-5000 employees employees)

Pros

  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.

Cons

  • It takes a while to configure everything.
  • It lacks some more advanced features of other ticketing tools.

Return on Investment

  • 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.

Alternatives Considered

Cherwell Service Management and Jira Service Desk

Other Software Used

Jira Service Desk, Cherwell Service Management

MSCSM is a solid tool

Incentivized
Verified User
Manager in Information Technology (5001-10,000 employees employees)

Pros

  • Integration with Microsoft Products
  • Availability of 3rd party configurations using the tool
  • Very large install base promotes administration familiarity

Cons

  • Reporting in System Center could be more user-friendly. While the data is there, sometimes several reports have to be run to get what you want
  • SCCM would be better making updates to SCCM easier. We see risk in updates, so it causes delays, which creates more risk
  • Improving the application deployment log files , making them easier to read

Return on Investment

  • The tool has saved money in a transition from another 3rd party tool
  • It simplifies the ease of use for users. This is similar to other Microsoft tools
  • We are able to provide reports of system performance when questions arise about availability.

Other Software Used

Microsoft Exchange, Dell EMC VxBlock System, VMware ESXi, Extreme VCS Fabrics (formerly Brocade VCS Fabrics), Infoblox IPAM