We performed a comparison between SCSM and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"This product has helped our organization by allowing people to connect with each other."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The reporting is very good."
"The call logging is the solution's most valuable feature. It's very easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The solution offers good productivity at a low price point."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We would like to see a web-based interface that works on mobile devices."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The user interface needs to be improved."
"The price of this solution is high and it needs to be cheaper."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"I have found SCSM not adequate enough to carry out some functions."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
SCSM is ranked 14th in Help Desk Software with 23 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. SCSM is rated 7.0, while Serviceaide ChangeGear is rated 7.6. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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