The document is here …Altiris vs Service Manager
As promised, here’s my completely unscientific personal comparison of Symantec’s Altiris Help Desk 6.0.6074 (SP 3) and Microsoft’s System Center Service Manager 2010. We’ve used Altiris for over 4-years and it was our first IT ticket system. While we’re satisfied with it, we’re looking to replace it with something more capable of supporting our need of Change Management and ITIL while allowing us to leverage “in-house” developers and systems.
Out of fairness to Symantec, they do have a new Service Desk 7.0 version of their product and I recommend evaluating that against SM 2010. I’ve seen videos on the new product and it looks impressive. My biggest concern about the Symantec product is how much I have to lean on consulting services. If I can support a product with our current staff, then I’ll be more apt to go with that product, unless it’s way too expensive.
Please send me any requests to compare other activities between the two systems or rebut my findings. The more input the better.