Cloud based solution to track & control IT services
4.5/5 (48 reviews)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.
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.
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.
My company has been using ChangeGear for approximately two years. We love the product's ease of use, administration and feature sets. The initial price tag was VERY competitive. We found that the product can deliver Enterprise level capabilities at the price point of a typical SMB product.
The support of the product has been great when we have to use it (which is almost never). They deliver the product in many forms including Public cloud, Hybrid or on-premise.
SunView is highly committed to product development as evidenced by the latest features inherent to ChangeGear v7. Many would consider them a visionary or leading-edge company in the ITSM industry.
SunView is also easy to do business with and you will be treated like a family member.
Go just buy it. You won't look back.
Pros
Ease of use (for end-users and agents/admins alike)
Ease of administration
Feature sets
Flexibilty of installation (Cloud, Hybrid, On-Premise)
Pricing
Ease of configuration
Cons
Remote manageability of certain features on full Public Cloud instance (requiring SunView support to interact)
We came from a paper change process before but change gear allowed us to move to digital approvals with an audit trail and a centralized place to store evidence for every change that takes place. Overall, from approval to completion the time it takes is nothing like it was before. We get results instantly.
Pros
I can configure everything in the change management system from the GUI to the backend workflows. Change gear is by far one of the most stable out of the box experiences i have come across.
Cons
The reporting could be a little more detailed out of the box to make compliance easier to manage. although Sunview provided us with a SSRS plugin to give us the details we need to meet our compliance requirements.
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.
For subscription: Pricing starts from $46 /user/month (billed annually).
For one-time pricing: $9,995.00/one-time.
• 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.
Below are some frequently asked questions for ChangeGear Service Desk.
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.
ChangeGear Service Desk offers the following features:
ChangeGear Service Desk has the following typical customers:
Large Enterprises, Mid Size Business
ChangeGear Service Desk supports the following languages:
English
ChangeGear Service Desk has the following pricing plans:
One Time License, Subscription
ChangeGear Service Desk supports the following devices:
Android, iPhone, iPad
ChangeGear Service Desk integrates with the following applications:
Belladati, BeyondTrust, Callture Virtual PBX, JIRA Software, Microsoft Dynamics CRM, SharePoint, SolarWinds Network Performance Monitor
ChangeGear Service Desk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
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.