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."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"Remote access is most valuable."
"You can scale the solution."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"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."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Needs additional software titles and easier normalization."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"An area for improvement would be the accessibility of downloaded and compressed files."
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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