About ChangeGear

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.

Key benefits of ChangeGear

• 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.

Devices

Business size

S M L

Markets

Canada, United States

Supported Languages

English

Images

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
View 6 more
ChangeGear video
ChangeGear screenshot: Customizable dashboard ChangeGear screenshot: Workspace for users ChangeGear screenshot: View all open tickets on a single screen ChangeGear screenshot: Active incidents tracking ChangeGear screenshot: Search functionality to access knowledge base and request help

Features

Total features of ChangeGear: 87

  • API
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Approval Workflow
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • CMDB
  • Capacity Management
  • Change Management
  • Change Planning
  • Change Tracking
  • Charting
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Dashboard
  • Dashboard Creation
  • Data Visualization
  • Device Auto Discovery
  • Document Storage
  • Email Management
  • Employee Onboarding
  • Employee Self Service
  • Forms Management
  • Historical Reporting
  • IT Asset Management
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reporting/Analytics
  • Requisition Management
  • SMS Messaging
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Training Management
  • Workflow Configuration
  • Workflow Management

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Reviews

Overall rating

4 /5
(50)
Value for Money
4/5
Features
3,9/5
Ease of Use
3,9/5
Customer Support
4/5

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Showing 5 reviews of 50
David G.
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Reviewed on 2017/12/20

Our Change Management process was over-hauled and we now have the tools in place to track/manage...

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.

Charles R.
Overall rating
  • Industry: Government Administration
  • Company size: 501-1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Daily User Review

Reviewed on 2019/03/29

Overall, we are extremely pleased with the software. The support staff and professional services...

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.

Verified Reviewer
Overall rating
  • Industry: Government Administration
  • Company size: 5 001-10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

change gear ticketing system

Reviewed on 2021/02/24

goof

goof

Pros

easy to understand the flow and good in getting alerts and notifications .very good as a ticketing system

Cons

upgrade from 6 to 8 6 is 32 bit and 8 is 64 bit move to 7 and then 8

Laetitia N.
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Functionality

Reviewed on 2019/12/05

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We...

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)

Jonathan A.
Overall rating
  • Industry: Utilities
  • Company size: 501-1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

ChangeGear Product Review

Reviewed on 2019/04/26

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC,...

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.

Showing 5 reviews of 50 Read all reviews

ChangeGear FAQs

Below are some frequently asked questions for ChangeGear.

ChangeGear offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Not Available

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

We do not have any information about ChangeGear features

ChangeGear has the following typical customers:

51-200, 201-500, 501-1 000, 1 001+

ChangeGear supports the following languages:

English

ChangeGear supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

ChangeGear integrates with the following applications:

BellaDati, Callture, Jira, Microsoft SharePoint, Network Performance Monitor

ChangeGear offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

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