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 7.6, while Serviceaide is ranked #33. Microsoft holds a 1.6% mindshare in ISM, compared to Serviceaide’s 0.7% mindshare. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

SCSM

Read 27 SCSM reviews

1,026 Views
811 Comparison Views

64% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

519 Views
301 Comparison Views

85% willing to recommend

SCSM

Serviceaide ChangeGear

Comparison Buyer's Guide

Download the report

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: September 2025).

Buyer's Guide

SCSM vs. Serviceaide ChangeGear

September 2025

Download the complete report

Helped 868,787 peers since 2012

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

6.5

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)

33rd

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 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 0.7%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
SCSM	1.6%
Serviceaide ChangeGear	0.7%
Other	97.7%

IT Service Management (ITSM)

Featured Reviews

LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"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."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

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

"The reporting is very good."

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

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

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

"It is quite scalable."

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 good if Microsoft added custom attributes or tagging like in Jamf."

"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."

"Resources for understanding compliance and relative compliance need to be made available."

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

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

"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."

"It has not helped reduce the burden on IT resources."

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

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 an expensive solution."

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

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

"The license for SCSM is cheap."

"The price should be lower."

"Licensing can be complex and confusing."

"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."

"The platform is competitively priced."

More SCSM pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

868,787 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

27%

University

Computer Software Company

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

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?

I am not sure about the pricing as I do not have experience with it.

See all answers

What needs improvement with SCSM?

See all answers

Ask a question

Earn 20 points

Comparisons

ServiceNow vs SCSM

Compared 45% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 24% of the time

BMC Helix ITSM vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

Infraon Desk vs SCSM

Compared 7% of the time

More SCSM Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 75% of the time

Agiloft Service Desk Suite vs Serviceaide ChangeGear

Compared 25% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

SCSM

September 2025

Download SCSM product report

Buyer's Guide

IT Service Management (ITSM)

September 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

September 2025

Free Report: SCSM vs. Serviceaide ChangeGear

Find out what your peers are saying about SCSM vs. Serviceaide ChangeGear and other solutions. Updated: September 2025.

DOWNLOAD NOW

868,787 professionals have used our research since 2012.

See our SCSM vs. Serviceaide ChangeGear report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.