We performed a comparison between SCSM, 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 most valuable feature is the reporting of incidents."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The solution is quite easy to integrate with other Microsoft products."
"Many more features than other comparable products."
"It is one of the most stable solutions in the market."
"This product has helped our organization by allowing people to connect with each other."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Very good incident management, chain management and problem management features."
"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."
"Good stable and scalable solution."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"The workflow capability for easy setup is powerful."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The user interface needs to be improved."
"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."
"Mobile application integration would be an improvement."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The high price is a huge barrier in Portugal."
"They could improve license management, particularly when integrating different applications or toolsets."
"Making a mobile version would be helpful."
"The solution could improve by being more stable."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"When it comes to changing some of the features, I would like a little more leeway."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"The contract module is quite rudimentary and doesn't support contract line items."
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