# MSM Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about MSM Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/127282/MSM --- # MSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) MSM ## What is MSM? With over 30 years in the ITSM business, Marval offers unrivalled industry knowledge and expertise combined with innovative system design. Since launch, we continue to regularly add new product features, updates and functionality, including Machine Learning and Artificial Intelligence, to empower our customers on their ITSM journey. We combine datalake house technology, AI, ML and RPA with ITSM allowing you to move from a reactive to a proactive approach whenever possible. ## What is MSM used for? [Help Desk](https://www.capterra.com/help-desk-software/)[ITSM](https://www.capterra.com/itsm-software/) Top alternative Featured Overall rating Based on 8 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price £95 Flat Rate, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for MSM?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://marvalglobal.com/&name=MSM) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### MSM 3.9 (8) VS. [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price £95 Flat Rate, Per Month Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.8 (8) Ease Of Use 4.3 (3,603) Value For Money 3.8 (5) Value For Money 4.2 (2,658) Customer Service 3.9 (8) Customer Service 4.3 (2,766) ## MSM alternatives Highest Rated [4.5 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (448)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (714)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.4 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/127282/MSM/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Automated Routing 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Customizable Branding 2.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Add customized logos and colors to align with company branding Knowledge Base Management 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Macros/Templated Responses 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Templated responses for responding quickly to recurring support requests Multi-Channel Communication 4.0 (1) 200.00% of 1 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Reporting/Analytics 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data MSM 24 features System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Tickets are automatically assigned to specific agents based on predefined rules Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Monitor service demand and performance to plan for adequate resources that meet business needs Track and monitor efficient handling of all changes/transitions Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Add customized logos and colors to align with company branding Manage and track all disruptions and incidents Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Templated responses for responding quickly to recurring support requests Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Plan and coordinate all the resources, costs and time needed to execute assignments Engage in direct, instant messaging with customers, users, etc. Planning, scheduling, and overseeing the release of software or system changes into a live or production environment View and track pertinent metrics to find patterns and gain insights from data Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Track, manage, or resolve user requests and IT incidents/issues Get Advice We can help you find the software with the features you need. Features 4.4 (8) 4.4 Based on 8 reviews ## Pricing Value for money 3.8 (5) Free Trial Basic £95.00 Flat Rate,Per Month Value for money 3.8 (5) 3.8 Based on 5 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.9 (8) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.9 (8) 3.9 Based on 8 reviews ## User reviews Overall rating 3.9 Based on 8 reviews Filter by rating 5(2) 4(4) 3(1) 2(1) 1(0) Mentioned topic Sorted by most recent AD Adam D. IT Technician Mechanical or Industrial Engineering ### "OK Incident Tracking System that can work well if you automate administration of it." 2.0 Overall Rating 2.0 2.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 2.0 2.0 Likelihood to Recommend 4/10 September 14, 2023 Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed. Pros As a user who just entered and responded to tickets. it did that reasonably well. I could get to a ticket, view history, who raised it, any related systems.The lifecycle of asset management. Cons Finding that data (related systems) was sometimes a chore, especially if you hadn't done it for a while. Not sure what kind of integration it does offer, but our install, all users and assets had to be imported using database queries, and it wasn't single sign on. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AG Arnaud G. IT CTO Oil & Energy ### "MSM, a quite good product for a correct price." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 September 22, 2020 Marval assists the customer from the purchasing to the go-live. Marval provides good training and support. Pros MSM is compliant with ITIL processes but can be smoothly adapted to your particular internal processes. Administration of the product is not very complicated. CMDB can be populated easily by customizable interfaces. Cons MSM has a old fashion web interface. The self-service portal is not very user-friendly. Switched from [GLPI](https://www.capterra.com/p/126254/GLPi/) GLPI was limited and we had to manage tickets in an Oulook addin (home made) and an Exchange Transport agent (home made). The solution was good for tickets management but that's all. We changed for Marval because it is compliant with ITIL an offers KB & CMDB. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) [IFS assyst](https://www.capterra.com/p/6742/assyst/) [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CE Clayton E. Change Management Information Technology and Services ### "BSA Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 February 18, 2020 Pros User friendly and is very easy to do personal customisation Cons Hardcoding restricts front end changes Keeps deleted information viz. users and includes them in Xtraction Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KK Kurt K. Service Manager Information Technology and Services ### "Marval MSM for MSP's" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 February 14, 2020 Once setup, it runs smooth and caters in all our needs. Pros The Request module is powerful and provides us with the ability to manage our daily operations efficiently. We can automate some functions and predefine the flow of requests. The notifications component provide the tools needed to keep the impacted user up to date with progress on requests. Cons Not much to add in this space as the MSM Support team is experts in their field and able to assist when we need special customisation to cater for our business needs. Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Flexibility & costing Alternatives considered [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing MSM Flexibility & costing Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AV Adele V. Service Delivery Manager Information Technology and Services ### "A daily essential for our business" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 February 12, 2020 Pros Marval allows us to track, monitor and manage all aspects of service delivery. Cons Can at times feel less user friendly than some other ITSM software, and the younger generation feels that the user interface is outdated. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor February 17, 2020 Thanks for the review, Adele. LW Ludwig W. Technology Executive Computer Software ### "MSM is the Top of the Incident Management Software products on the market." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 12, 2018 We use MSM as an incident management software tool for managing more than 2000 customers in the Benelux territory. Basically this means that we have not just one IT structure to manage, but 2000 IT-type structures to manage for more than 20 software products per customer. And the type of problems are much more complex than just a printer defect. The average problem resolution may go from 1 day to several months of follow-up. Pros The MSM software has three major advantages: (a) the OU (Organizational Unit), which represents an organizational hierarchy, and (b) the CI (configuration item), which represents an hierarchy of configurable items (many possibilities). Both give you the power of object oriented structures, which can be configured in many ways. The third advantage is that the CMDB (configuration management database) structure is very versatile and not ony related to typical IT type solutions, such as a defect of a printer, as with most of the incident management products on the market. Cons Many possibilities, and therefore a little longer learning curve, but the extra possibilities definitely give an added value to the product. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. NB Nigel B. IT Manager Information Technology and Services ### "Service Management tool with Enterprise capability" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 December 12, 2017 ITSM, ISO 9000 support Pros I have previously used this tool in a large organisation (Government, 10,000+ employees) for service desk/service management. It is customisable but key features you need are available out of the box. Has a simple web front end for most users with complex reporting for admins. Cons If investing in this tool, invest in training or a consultant to support you getting going. From there is is possible to manage this yourself. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MH Mohammad Hesam B. ITSM Consultant Information Technology and Services ### "It is a tool with all service management needs for your IT / Non-IT organisation. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 September 28, 2016 It's about 3 years I am playing the role of administrator for MSM and I have gone through lots of customer requirements and I could found at least one solution with this ITSM tool. I can see it is getting better and better. It is surely an iso 20000 compatible application and can meet all requirements if you are planning to get the certificate for your company. Pros Easy to use - web based - database programmed - light in term of performance. Cons new development procedure is quite done with delays as it needs to be confirmed on base company after lots of analysis. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/127282/MSM/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)