SCSM vs Serviceaide ChangeGear comparison

Microsoft and Serviceaide are both solutions in the IT Service Management (ITSM) category. Microsoft is ranked #11 with an average rating of 7.4, while Serviceaide is ranked #32. Microsoft holds a 1.6% mindshare in ISM, compared to Serviceaide’s 0.3% 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

896 Views
495 Comparison Views

66% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

171 Views
104 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: April 2025).

Buyer's Guide

SCSM vs. Serviceaide ChangeGear

April 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

12th

Ranking in IT Service Management (ITSM)

11th

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

29th

Ranking in IT Service Management (ITSM)

32nd

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of SCSM is 1.6%, down from 2.0% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.3%, 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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it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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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

"The call logging is the solution's most valuable feature. It's very easy to use."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"The reporting is very good."

"The most valuable feature is the reporting of incidents."

"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 solution is quite easy to integrate with other Microsoft products."

"The most requested feature from our customers is the helpdesk ticketing system."

"The solution offers good productivity at a low price point."

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

"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"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."

"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."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"The price of this solution is high and it needs to be cheaper."

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

"They might be looking for additional functionalities that SCSM could integrate."

"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."

More SCSM cons

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

Pricing and Cost Advice

"The license for SCSM is cheap."

"Licensing can be complex and confusing."

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

"The platform is competitively priced."

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

"The pricing is reasonable."

"The price should be lower."

"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."

More SCSM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Government

27%

Computer Software Company

11%

Manufacturing Company

11%

Financial Services Firm

10%

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.

See all answers

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.

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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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Compared 100% of the time

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Product Reports

Buyer's Guide

SCSM

April 2025

Download SCSM product report

Buyer's Guide

IT Service Management (ITSM)

April 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

April 2025

Free Report: SCSM vs. Serviceaide ChangeGear

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