We performed a comparison between Serviceaide ChangeGear and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The subsequent chain of tasks, I believe, is valuable."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"I like that it's always up and running."
"It's great to do statuses or to review tasks."
"It offers ready-built automation and simpler configuration for workflows."
"I have found the workflows and integration the most valuable in this solution."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"In an upcoming release, there should be more administration tools."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"The pricing structure could be more budget-friendly."
"Performance could be improved."
"The contract module is quite rudimentary and doesn't support contract line items."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
Earn 20 points
Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM) while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Serviceaide ChangeGear is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Serviceaide ChangeGear is most compared with BMC Helix ITSM and Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our ServiceNow vs. Serviceaide ChangeGear report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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