We performed a comparison between Serviceaide ChangeGear and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Very easy to implement and to respond to my clients' needs."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"The solution integrates well with other products."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"One thing I don't care for is the reporting and the way it functions."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"The solution could improve by being more stable."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"It's a little expensive compared to other tools."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
Earn 20 points
Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM) while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Serviceaide ChangeGear is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Serviceaide ChangeGear is most compared with BMC Helix ITSM and Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our ServiceNow vs. Serviceaide ChangeGear report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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