We performed a comparison between SCSM and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This solution is easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The most requested feature from our customers is the helpdesk ticketing system."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"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 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."
"I have found SCSM not adequate enough to carry out some functions."
"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."
"Mobile application integration would be an improvement."
"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, BMC Helix ITSM and Zoho Desk. See our SCSM vs. Serviceaide ChangeGear report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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