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."The most valuable feature is the reporting of incidents."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"It is one of the most stable solutions in the market."
"The solution is quite easy to integrate with other Microsoft products."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is a simple solution that is easy to configure."
"The most requested feature from our customers is the helpdesk ticketing system."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"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."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The price of this solution is high and it needs to be cheaper."
"I have found SCSM not adequate enough to carry out some functions."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We would like to see a web-based interface that works on mobile devices."
"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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