SCSM vs Serviceaide ChangeGear comparison

Microsoft and Serviceaide are both solutions in the IT Service Management (ITSM) category. Microsoft is ranked #10 with an average rating of 7.7, while Serviceaide is ranked #34. Microsoft holds a 1.5% mindshare in ISM, compared to Serviceaide’s 0.4% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

SCSM

Read 26 SCSM reviews

829 Views
328 Comparison Views

66% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

194 Views
88 Comparison Views

85% willing to recommend

SCSM

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and SCSM compete in the IT service management space. Serviceaide ChangeGear is favored for cost-effectiveness and ease of use, while SCSM is preferred for its comprehensive feature set and scalability.

Features: Serviceaide ChangeGear offers configuration management, change request tracking, and intuitive workflow customization. SCSM provides integration with other Microsoft products, advanced reporting, and a scalable architecture.

Room for Improvement: Serviceaide ChangeGear could enhance integration capabilities with third-party tools, expand reporting options, and improve scalability. SCSM may benefit from simplified deployment processes, improved UI customization, and reduced complexity in initial setup.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is noted for an easy deployment model and responsive customer service, enabling quick setup and issue resolution. SCSM's deployment can be complex due to integration features, but extensive documentation and a strong support network assist users.

Pricing and ROI: Serviceaide ChangeGear provides competitive pricing and is appealing for small to mid-sized companies looking for cost-efficiency. SCSM may require a higher initial investment but offers significant long-term ROI through its robust capabilities and integration options.

To learn more, read our detailed SCSM vs. Serviceaide ChangeGear Report (Updated: May 2025).

Buyer's Guide

SCSM vs. Serviceaide ChangeGear

May 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

SCSM

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

10th

Average Rating

7.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Serviceaide ChangeGear

Ranking in Help Desk Software

33rd

Ranking in IT Service Management (ITSM)

34th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of SCSM is 1.5%, down from 2.0% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.4%, down from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

PraveenSharma3

UX Manager at a computer software company with 5,001-10,000 employees

Enhanced remote functionality complements intricate admin management

We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…

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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"It is one of the most stable solutions in the market."

"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."

"Many more features than other comparable products."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

"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."

"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."

More SCSM pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Cons

"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."

"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."

"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."

"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 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."

"They need more integration with open-source products."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"We would like to see a web-based interface that works on mobile devices."

More SCSM cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

"It is a lower price vs. other things on the market."

"The license for SCSM is cheap."

"The platform is competitively priced."

"I would rate the pricing as two out of five."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"It is an expensive solution."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"The price should be lower."

More SCSM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Government

26%

Computer Software Company

13%

Financial Services Firm

10%

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about SCSM?

The solution offers good productivity at a low price point.

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What is your experience regarding pricing and costs for SCSM?

We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.

See all answers

What needs improvement with SCSM?

From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...

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Comparisons

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Compared 16% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 11% of the time

JIRA Service Management vs SCSM

Compared 9% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 100% of the time

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Product Reports

Buyer's Guide

SCSM

May 2025

Download SCSM product report

Buyer's Guide

IT Service Management (ITSM)

May 2025

Download Serviceaide ChangeGear product report

Also Known As

System Center Service Manager

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

Sample Customers

Fibabanka, UMC Health System

Oakwood Systems Group

Buyer's Guide

SCSM vs. Serviceaide ChangeGear

May 2025

Free Report: SCSM vs. Serviceaide ChangeGear

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