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N-able MSP Manager vs SCSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
665
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
N-able MSP Manager
Average Rating
7.8
Reviews Sentiment
6.5
Number of Reviews
5
Ranking in other categories
Help Desk Software (24th), IT Service Management (ITSM) (22nd)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (16th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
GK
CTO at InTTrust SA
Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility
I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.
LuisSanchez3 - PeerSpot reviewer
Director Metropolitano de Gobierno Digital at a government with 10,001+ employees
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"All the data that comes in has to be QC'd, and Automation Anywhere helps us by automating the QC part."
"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"Among the most valuable features that we've been able to utilize are the screen scraping and object cloning."
"It has reduced the number of full-time employees."
"It is a great solution."
"The marketing automation software provides easy workflow creation and management."
"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."
"Not all tools give us the clear utilization of the infrastructure in place but this does and trust me, this has been proved far better than other RPA tools and that is why I see AA booming day by day."
"We are an MSP, and for what we do, we have one centralized dashboard, and even though we're a small IT team, we can manage a ton of clients with a lot of automated processes, even for patch management."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."
"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."
"Don't get scared of the price tag because it's definitely worth it."
"I am impressed with the tool's integration with our mail system."
"This is a premier product and it has been around for a long time."
"It is one of the most stable solutions in the market."
"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."
"This product has helped our organization by allowing people to connect with each other."
"If it is correctly configured, you can access and give service quickly to all the end users."
"SCCM provides remote tool functionality, which is not in Intune."
"The call logging is the solution's most valuable feature; it's very easy to use and isn't too resource-intensive."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
 

Cons

"For the short term, in this pandemic era, they should have a feature to write and save directly into Word documents, Office 365, or Google Docs."
"Automation Anywhere can be improved as there are issues with the recorder, which needs enhancement to extract more fields in the property set to increase reliability across various web application platforms, such as those built on React, React Azure, and React Angular."
"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"Integration with secondary environments needs to be improved or enabled."
"The solution is costly and the licensing is very confusing."
"We face issues when we need to increase volumes. Currently, it is failing for some reason, and we don't know the reason. It fails or stops, then we need to see what is going on. We have to fix that, then our developers need to rerun it. These are mostly practical challenges for our team who uses it on daily basis."
"The technical support is critical for this product, but we have found them a challenge to work with."
"It takes a lot of time to deploy, and sometimes it fails after a timeout."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."
"Its reporting is lousy and bad. It is not as good as it should be."
"There are too many products out there. What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"The tool needs to improve its customization of the user interface."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven, maybe even between six and seven, because there are a few things they need to improve, especially in the interface."
"They might be looking for additional functionalities that SCSM could integrate."
"They need more integration with open-source products."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"It has not helped reduce the burden on IT resources."
"Mobile application integration would be an improvement."
"Look around as there are a lot of better solutions!"
 

Pricing and Cost Advice

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."
"I feel the cost of licensing is very high for the A2019 version."
"The price of this product is good."
"Its cost is good."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
"Don't get scared of the price tag because it's definitely worth it."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"Licensing can be complex and confusing."
"It is an expensive solution."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The license for SCSM is cheap."
"I would rate the pricing as two out of five."
"The price should be lower."
"The pricing is reasonable."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
12%
Manufacturing Company
11%
Construction Company
19%
Comms Service Provider
9%
Healthcare Company
6%
Financial Services Firm
6%
Construction Company
13%
Outsourcing Company
12%
Government
10%
Financial Services Firm
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise86
Large Enterprise562
No data available
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with N-able MSP Manager?
I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive beca...
What is your primary use case for N-able MSP Manager?
I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I fac...
What advice do you have for others considering N-able MSP Manager?
I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the prod...
What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...
What is your primary use case for SCSM?
In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
SolarWinds LOGICnow, SolarWinds MSP Manager
System Center Service Manager
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Fibabanka, UMC Health System
Find out what your peers are saying about N-able MSP Manager vs. SCSM and other solutions. Updated: September 2026.
917,433 professionals have used our research since 2012.