# MSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is MSM the right Help Desk solution for you? Explore 8 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/127282/MSM/reviews --- MSM 3.9 (8) [View alternatives](https://www.capterra.com/p/127282/MSM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of MSM Ease of use 3.8 Customer Service 3.9 ## Showing most helpful reviews Showing 1-8 of 8 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AG Arnaud G. IT CTO Oil & Energy Used the software for: 1-2 years ### "MSM, a quite good product for a correct price." September 22, 2020 3.0 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. 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/) 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. Review Source KK Kurt K. Service Manager Information Technology and Services Used the software for: 2+ years ### "Marval MSM for MSP's" February 14, 2020 4.0 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. Alternatives considered [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing MSM Flexibility & costing Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Flexibility & costing Review Source AD Adam D. IT Technician Mechanical or Industrial Engineering Used the software for: 2+ years ### "OK Incident Tracking System that can work well if you automate administration of it." September 14, 2023 2.0 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 LW Ludwig W. Technology Executive Computer Software Used the software for: 6-12 months ### "MSM is the Top of the Incident Management Software products on the market." September 12, 2018 5.0 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 MHB Mohammad Hesam B. ITSM Consultant Information Technology and Services Used the software for: 2+ years ### "It is a tool with all service management needs for your IT / Non-IT organisation. " September 28, 2016 5.0 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 AV Adele V. Service Delivery Manager Information Technology and Services Used the software for: 2+ years ### "A daily essential for our business" February 12, 2020 4.0 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 Response from Marval Software February 17, 2020 Thanks for the review, Adele. CE Clayton E. Change Management Information Technology and Services Used the software for: 2+ years ### "BSA Review" February 18, 2020 4.0 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 NB Nigel B. IT Manager Information Technology and Services Used the software for: 2+ years ### "Service Management tool with Enterprise capability" December 12, 2017 4.0 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 Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.