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.
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This product has helped our organization by allowing people to connect with each other."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"ServiceNow is very easy to set up."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"I like that it's always up and running."
"Good stable and scalable solution."
"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."
"If you stick to the out-of-the-box solution, it's an easy setup."
"We always get good support."
"The workflow makes things extremely efficient and it improves effectiveness."
"They need more integration with open-source products."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"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."
"I have found SCSM not adequate enough to carry out some functions."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"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 solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Needs additional software titles and easier normalization."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"They could improve license management, particularly when integrating different applications or toolsets."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"I have a problem with the way the solution's price is calculated."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
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