InvGate Service Desk vs. Microsoft System Center Service Manager

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

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I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.

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• Set-up of system.
• GUI is user-friendly.

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

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• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

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• 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.

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This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

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The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

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At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

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We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.

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• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

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• Save a world of time when imaging
• Save a world of time with patch management
• Provides decent reports to get a snapshot quickly

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info