We performed a comparison between Serviceaide ChangeGear and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Very good incident management, chain management and problem management features."
"SPM and ITSM features are the most helpful."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The contract module is quite rudimentary and doesn't support contract line items."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"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."
"Transparency in the pricing model needs to be improved."
"The capital expenditure neeed to get the tool up and running is extensive."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Integration capabilities can improve."
Earn 20 points
Serviceaide ChangeGear is ranked 31st in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 211 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 Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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