SunView Software

ChangeGear ITSM

4 / 5 20 reviews

Who Uses This Software?

ChangeGear is implemented for hundreds of enterprise organizations in all vertical industries. Proven approach - flexible, rapid deployment allowing companies to deliver cost-effective IT services.


Average Ratings

20 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $5,500.00/year
  • Pricing Details
    $46 per staff user / monthly
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • SunView Software
  • www.sunviewsoftware.com
  • Founded 2003
  • United States

About ChangeGear ITSM

Service Desk software should be an enabler, not a barrier, to delivering great service. IT needs a cost-effective platform that is easy to implement, manage, and configure to meet the needs of the business. ChangeGear Service Desk is the most efficient solution for managing, tracking and controlling IT services. Easily facilitate ticket routing, resolve requests, automate changes and more from a highly scalable, single platform.


ChangeGear ITSM Features

  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

ChangeGear ITSM Reviews Recently Reviewed!


Solid Product and Solid company. Great customer support sales and tech

Mar 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Everything: It's complete solution that can expand and grow with your organization. It starts with the basic solution and can evolve to enterprise level all in one system ( which way to much for our organization) We got the base held desk solution and I found the feature list is way beyond what we need.

Cons: Certain customizations you need to know what you're doing or you can do some damage. To hide some of the default forms I wasn't able to do it myself and needed assistance. as well as few other little mods required direct manipulation in XML files so you need someone who know where it is.

Overall: Automation of a lot of routine task right out off the box. a better data tracking and reporting.

The account mgr, tech lead, and general support have all been good to work with and very responive

Jan 16, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The flexibility of having the system do what we need while still adhering to ITIL. The Service Catalog, while some end users do not like it, the general opinion is positive and well received.

Cons: We have implemented some newer technology (specifically, VMWare SAML) and they have had some technical limitations in implementing. We are making progress and support/dev is working to solve the problem.

Overall: Stream lined access to various features. Good metrics that are easily obtained.

We would have insisted on initial vendor set-up, with one-on-one training for application management

Jan 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We enjoy the application flexibility to make changes that suit our business needs and processes and not being held to limitations due to functionality.

Cons: What we like least about the software is the need for customization's that would require Professional Services. If resources are out there, they should probably be made available to the customers to follow and implement on their own. It would be nice to include better reporting capabilities and functionality.

Overall: Customer email notification and trending to forecast needs and change business processes. It also tracks what customers need more help with which has resulted in projecting future expectations.

We have just gone live with the product and things are going well. Report functionality is great.

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The Self Service Portal for the customers is great. Our customers are enjoying the ease of use. The creation of a ticket by email helps our customers that are out in the field daily.

Cons: Since we are still learning how to use the software in a production environment, we seem to be having issues with learning which screen is the best to use for seeing all work.

Overall: All of IT work is in the same area from Project Management to daily incidents and service requests.

Very good

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Change Management System works very well and complies with all our needs. Reporting and filtering design is unique and very customizable.

Cons: CMDB functionality is lacking somewhat. You can manage who sees certain assets, but you cannot manage who sees specific fields in an asset.

Capterra-loader

Customizable, Competitive and Customer Friendly

Jan 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Customization and flexibility of options available at a competitive price point.

Ability for users to submit their own tickets, monitor the progress and interact with technicians.

Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve, or guide you to a resolution.

Cons: User and Admin. manuals can lack information but since the system is so configurable I am not sure they would be able to account of every possibility.

More than 1 technician can be in the same ticket at the same time.

Modules do not always contain the same basic field options. Each module does have various module specific fields but it would be nice to have a standard set across all modules.

Overall: Increased customer communication.

Our go to ITSM tool

Dec 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search etc.

Cons: IIS needs resetting after changes made to forms and fields. May be they can do something that it would not require user to reset it.

Overall: We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool. This has helped us streamline our business processes around ticketing system

ChangeGear is a very user friendly tool that makes ITSM simple!

Dec 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It has modules to accomplish just about everything you could ask for that are simple to use and understand! It fully integrates into your environment and provides tools for you to use to better manage everything from issues and service requests to knowledge and assets!

Cons: I would like to be able to import MS Word documents or PDF's for the knowledge base. It would also be great if it could integrate with the phone system so that when a user calls, a new ticket auto-populates with their information.

Capterra-loader

Flexible software that will meet your needs quickly

Dec 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Capterra-loader

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Dec 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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: 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.

Countless problems

Oct 27, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality

Pros: It has a comprehendible gui and its easy to navigate. The automatic ticket creator through email is great when it works.

Cons: Email connector service has broke at least 3 times and its currently been down for a week. Now we cannot close or edit tickets so its nearly impossible to track our work. I understand things go wrong but a down service should be resolved asap. It is frustrating and I do not recommend this software. The following error occurs when we open any ticket or click any ticket: ChangeGear has detected the following error. ChangeGear could not process your request. Please re-login and try again.

Poor communication and not very good for customer facing applications.

Feb 16, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: Change Gear is great if you are only using it internally. Despite what their sales team would tell you, it requires extensive modification to even handle anything more than a few email addresses. Attachment handling and things as simple as email CC'ing are not available available out of the gate. The included modules are not very adaptable, inevitably requiring the customer to bend to suit its forms instead of bending its forms to suit the customer. The technical/implementation team is very knowledgeable, when you can get in touch with them. Trying to get them on the phone is more like "leave a message and maybe we'll get back to you." Bottom line, users will be very pleased with this product as long as they a) don't need it for any other department than IT, and b) don't need it to be externally facing.

Our go to ITSM tool

Dec 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.

ChangeGear is Customizable

Oct 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: SunView's Professional Services team helped us configure ChangeGear Service Desk to meet our needs. We have implemented several modules including Incident, Knowledge Base, Service Request, and Self-Service Portal. ChangeGear has been well received by our end users and IT Techs.

ChangeGear - Great Product Delivered by a Great Company

Oct 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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)

Overall: 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.

Recommendations to other buyers: Go just get it!

Change Gear - SunView Review

Jan 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We are currently implementing this product. So far, as seen by various demonstrations and test drives of this product, it appears to be fully functional, scalable and user friendly. Changing workflows, form layout or what you are seeing on the screen is very easy. Customizing the workflows is not difficult, which, in conjunction with form modifications allows the users to make customizations specific to their needs.

Very customizable and useful product.

Jul 28, 2015
4/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I liked best that the vendor worked with us on suggestions on how to increase certain capabilities of the product. They also made migrating to this product very simple. I also liked how the vendor thought logically about the functionality of the product and how it would be used in real world scenarios.

Cons: I have not ran into what I consider what I like least about the product or vendor.

Recommendations to other buyers: It seems every company has their own certain way of doing change control, but having a tool that is customizable to your needs makes that process a lot easier. With that said walk through a change scenario with this product first and be open minded and I think you will see how logical it already is.

Sunview Software is a great company to work with. ChangeGear is Great.

Jul 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The ChangeGear product has all the tools needed to run a successful incident, change and help desk system. I have been a user for many years and the team at Sunview has always been top notch. Any questions, concerns or issues the support folks were right on it.

Cons: There isn't anything that I have personally come across that couldn't be handled in a timely manner. Not one piece that I would do away with.

Recommendations to other buyers: Sunview Software ChangeGear is really a one stop application when looking for the total package.

Change Gear DCCCD

Jul 13, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: The software offers a lot of features.The CMDB is a nice feature. Asset tracking is also great along with Problem and incident ticketing.

Cons: Took a while to program. Some programming took longer than expected.

Recommendations to other buyers: Take a look at all the features that your company may need. Change Gear offers a lot of features a half the cost of other products.

Mostly a positive experience

May 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The product allows a lot of flexibility to be adapted to the needs of our company. Able to automate a lot of functions and services that were manual to us before.

Cons: With flexibility comes risk and some of my pain areas are the support services (pay for support) has degraded since I first signed on and are difficult to arrange. When I do get someone I don't feel I get the value as many times it has to have several follow up calls to get it right and I get charged for the extra hours. Also, my account support has degraded since signing on with my initial account rep taking a new role.

Recommendations to other buyers: Know your process and what you hope to achieve prior to shopping for a software to make sure what you pick will support your needs.