ChangeGear Service Desk

Cloud based solution to track & control IT services

4 /5 (49 reviews) Write a Review!

ChangeGear Service Desk Overview

What is ChangeGear Service Desk?

ChangeGear Service Desk is an ITSM solution offered by U.S. based vendor, SunView Software. Customers can opt for either SaaS or on-premises deployment, as well as user licenses that best fit their requirements: concurrent user licenses, named user licenses and unlimited requestor licenses.

ChangeGear Service Desk is designed for managers, team leaders, staff members, and other end users to streamline incident management, request management or problem management workflows. Managers can get better insights about team activities and staff members by using configurable workflows. The solution offers configurable reporting and dashboard features that provide complete visibility of processes within an organization.

ChangeGear Service Desk offers a service catalog and modules for problem management, change management, and incident management. These modules help IT organizations to manage essential processes based on ITIL best practices. Large organizations can also create their own customized modules for complex processes. In-built process module templates are also available for HR, procurement and project management that allow teams to quickly customize modules and implement processes in minimal time.

ChangeGear Service Desk’s other features include dynamic form creation, standard reporting, announcement calendar, daily activities prioritization and personalized workspaces. The solution also provides REST APIs that enable users to integrate the application with other directory services, systems monitoring tools, email system, and third party tools. ChangeGear Service Desk leverages various security features including AES encryption, single sign-on, and user authentication to offer a secure environment.

ChangeGear Service Desk Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
One Time License
Subscription
Value for money

For subscription: Pricing starts from $46 /user/month (billed annually).

For one-time pricing: $9,995.00/one-time.


ChangeGear Service Desk Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
English

Media

Customizable dashboard
Workspace for users
View all open tickets on a single screen
Active incidents tracking
Search functionality to access knowledge base and request help
ChangeGear Service Desk video ChangeGear Service Desk screenshot: Customizable dashboard ChangeGear Service Desk screenshot: Workspace for users ChangeGear Service Desk screenshot: View all open tickets on a single screen ChangeGear Service Desk screenshot: Active incidents tracking ChangeGear Service Desk screenshot: Search functionality to access knowledge base and request help

ChangeGear Service Desk Reviews

ChangeGear Service Desk Reviews

Overall rating
4
/
5
Excellent
19

Very good
18

Average
7

Poor
2

Terrible
3

Value for Money
4
Features
3,9
Ease of Use
3,9
Customer Support
4
76% recommended this app
David G.

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.


Charles R.

Daily User Review

Overall, we are extremely pleased with the software. The support staff and professional services are always on top of their game. When there is a problem, follow-up is quick and resolution comes shortly afterwards. Highly professional across the board. If you meet them at a conference, they are pleasant to work with on your issues and always open to suggestions. It's nice to know that there is a good team behind the product.


Laetitia N.

Functionality

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.


Jonathan A.

ChangeGear Product Review

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC, CMDB). Since having a stable and very utilized product within BT, we have started to development the application for various other business units around the organization. Overall, ChangeGear has been a great tool for NWE and we plan on growing the use of the application in the future.


Aaron D.

Flexible software that will meet your needs quickly

Tracking of all Incidents, Requests, Problems, and Changes in our environments is easy to track and report upon. I'm able to take requests from our business and turn out solutions quickly and efficiently.


David G.

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Used Daily for 1+ year
Reviewed on 2017/12/20
Review Source: Capterra

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.

Pros

Everything. ChangeGear has made an immediate impact in our facility by allowing us to create relationships between different ticket types, engage with the End User via Self Service/Surveys and has allowed us to enhance our Change Management process. We now have a Service Catalog that details our services and is published to our Customers. The ability to customize the ChangeGear application to meet our environment made the implementation process very smooth. The Sales team did a great job in meeting our financial needs as well as facilitating a smooth transition to the implementation team. The implementation team was quick to answer questions and ensure our initial setup/installment was flawless. The Professional Services Team has been informative and patient while configuring the application and teaching our technical lead. The Support Team has been courteous and diligent in making sure any issue is resolved quickly. Access to their Self Service Portal provides a multitude of knowledge base articles that allows me as a customer to resolve many of our issues by myself.

Cons

There are no error messages when two technicians are in the same ticket trying to update the ticket. Sometimes you cannot find exactly what you are looking for in their Knowledge Base but a submitting a ticket to their support team will get you the answers you need to any issue you might encounter. The user manual and administrator manual can lack information; however, what you don't find there you can find in MySunviewSoftware Support KB articles. The manuals need the screenshots updated as well.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Charles R.
Industry: Government Administration
Company size: 501-1 000 Employees

Daily User Review

Used Daily for 1+ year
Reviewed on 2019/03/29
Review Source: Capterra

Overall, we are extremely pleased with the software. The support staff and professional services are always on top of their game. When there is a problem, follow-up is quick and resolution comes shortly afterwards. Highly professional across the board. If you meet them at a conference, they are pleasant to work with on your issues and always open to suggestions. It's nice to know that there is a good team behind the product.

Pros

There is plenty out-of-the-box forms that follow ITIL standards which made it helpful for our organization to jump start into it. The simple end-user front-end, the Self Service Portal, makes users feel comfortable with entering requests without the need to look over complicated. We have had no complaints from our end users about the product. It is very "easy on the eyes" with a clear and precise web interface for our service desk technicians. The knowledge base along with the smart technology makes it easy for technicians to find resolutions much quicker than in the past.

Cons

Customization can be a challenge. Creating forms is rather clumsy and if you make a mistake, it takes some time to correct it. Updating from one version to another is also challenging since it is an update in place and not a migration. There is a roadmap where this will be updated in a future release of ChangeGear.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Laetitia N.
Industry: Hospital & Health Care
Company size: 10 000+ Employees

Functionality

Used Daily for 2+ years
Reviewed on 2019/12/05
Review Source: Capterra

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.

Pros

Compared to other ITSM tool, ChangeGear very cost-effective. The licensing model is flexible and can scale easily. We selected the combine both the single user and site license option and this work great for our It team of 300+ users.

The platform aligns with the ITIL framework so integrating the tool with our ITIL processes (Change, Incident, Problem Management, Service Request fulfillment, etc ) did not require any customization.

Cons

The Task functionality can be improved. We are experiencing some barriers with reporting of tasks.
The other challenge is that we can only apply 1 SLA to tickets ( for example, we can only apply the Response Time SLA OR Resolution Time to incident tickets. Not both)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Jonathan A.
Industry: Utilities
Company size: 501-1 000 Employees

ChangeGear Product Review

Used Daily for 2+ years
Reviewed on 2019/04/26
Review Source: Capterra

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC, CMDB). Since having a stable and very utilized product within BT, we have started to development the application for various other business units around the organization. Overall, ChangeGear has been a great tool for NWE and we plan on growing the use of the application in the future.

Pros

Great, easy to use tool that provides customization capabilities to fit almost any business need.

Cons

Transport structure and method between environments (DEV, TST, PRD). OID's and other configuration seem to get misaligned which causes the testing team to always have to perform thorough testing, even with the most simple changes.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Aaron D.
Industry: Financial Services
Company size: 501-1 000 Employees

Flexible software that will meet your needs quickly

Used Daily for 2+ years
Reviewed on 2017/12/22
Review Source: Capterra

Tracking of all Incidents, Requests, Problems, and Changes in our environments is easy to track and report upon. I'm able to take requests from our business and turn out solutions quickly and efficiently.

Pros

The software is very flexible in what it can do, allowing us to meet business demands quickly and efficiently in an ever changing environment.

Cons

The automation for forms could be streamlined some more, but this appears to be an issue that will disappear, as with each release they're improving the automation.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8/10
Based on 49 user ratings
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ChangeGear Service Desk Pricing

ChangeGear Service Desk Pricing

Starting from
N/A
Free Trial
One Time License
Subscription
Value for money

For subscription: Pricing starts from $46 /user/month (billed annually).

For one-time pricing: $9,995.00/one-time.

For subscription: Pricing starts from $46 /user/month (billed annually).

For one-time pricing: $9,995.00/one-time.

Value for Money
4/5
Based on 49 user ratings
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ChangeGear Service Desk Features

ChangeGear Service Desk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
3,9/5
Based on 49 user ratings
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Categories

Additional information for ChangeGear Service Desk

Additional information for ChangeGear Service Desk

Key features of ChangeGear Service Desk

  • API
  • Activity audit
  • Activity logging
  • Automatic notifications
  • Change management
  • Change tracking
  • Charting
  • Configuration management
  • Customizable fields
  • Dashboard creation
  • Employee self service
  • Forms management
  • Graphical data presentation
  • History tracking
  • Incident management
  • Knowledge base
  • Problem management
  • Real time analytics
  • Release management
  • Search functionality
  • Security & encryption
  • Service level management
  • Single Sign On
  • Survey management
  • Task planning
  • Third party integration
  • Ticket management
  • Workflow management

Benefits

• ChangeGear Service Desk offers a customizable dashboard for team leaders and managers to get insights about KPIs and real-time metrics that help in IT service activities management.

• The solution enables end-users to create a personalized workspace where they can access tasks or track, plan and prioritize daily activities.

• ChangeGear Service Desk offers process modules with in-built forms, workflows, SLA management, notifications, and reporting features that help different users handle service requests efficiently.

• The application integrates with existing infrastructure and other business applications by using various delivery options including web service APIs, file integration services, email connector, and form configuration.

• Auditing and logging features provide better security by creating a log of all the edits made to system tickets and displays information about the user who made the last edit.

ChangeGear Service Desk FAQs

ChangeGear Service Desk FAQs

Below are some frequently asked questions for ChangeGear Service Desk.

Q. What type of pricing plans does ChangeGear Service Desk offer?

ChangeGear Service Desk offers the following pricing plans:

Pricing model: One Time License, Subscription

Free Trial: Not Available

For subscription: Pricing starts from $46 /user/month (billed annually). For one-time pricing: $9,995.00/one-time.

Q. What are the main features of ChangeGear Service Desk?

ChangeGear Service Desk offers the following features:

  • API
  • Activity audit
  • Activity logging
  • Automatic notifications
  • Change management
  • Change tracking
  • Charting
  • Configuration management
  • Customizable fields
  • Dashboard creation
  • Employee self service
  • Forms management
  • Graphical data presentation
  • History tracking
  • Incident management
  • Knowledge base
  • Problem management
  • Real time analytics
  • Release management
  • Search functionality
  • Security & encryption
  • Service level management
  • Single Sign On
  • Survey management
  • Task planning
  • Third party integration
  • Ticket management
  • Workflow management

Q. Who are the typical users of ChangeGear Service Desk?

ChangeGear Service Desk has the following typical customers:

Large Enterprises, Mid Size Business

Q. What languages does ChangeGear Service Desk support?

ChangeGear Service Desk supports the following languages:

English

Q. What type of pricing plans does ChangeGear Service Desk offer?

ChangeGear Service Desk has the following pricing plans:

One Time License, Subscription

Q. Does ChangeGear Service Desk support mobile devices?

ChangeGear Service Desk supports the following devices:

Android, iPhone, iPad

Q. What other apps does ChangeGear Service Desk integrate with?

ChangeGear Service Desk integrates with the following applications:

Belladati, Callture Virtual PBX, Jira, Remote Support, SharePoint, SolarWinds Network Performance Monitor

Q. What level of support does ChangeGear Service Desk offer?

ChangeGear Service Desk offers the following support options:

Knowledge Base, Online Support, Phone Support, Video Tutorials, FAQs, Forum