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."
"I have found that sorting and grouping functions are particularly useful."
"It's great to do statuses or to review tasks."
"If you stick to the out-of-the-box solution, it's an easy setup."
"You can scale the solution."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"This solution is a single-storage for our user community to submit help desk tickets."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
Earn 20 points
Serviceaide ChangeGear is ranked 31st in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 210 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.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
