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Discover how digital service management can improve your approach to service and support. ChangeGear delivers a single-platform ITSM solution to manage your entire lifecycle of service requirements. From IT Digital Service Management to Enterprise Service Management, ChangeGear is available to meet your needs.
Provider
ServiceAide
Located In
United States
Foundation
2016
Open API
Yes
Deployment
On-Premise Windows, Cloud, SaaS, Web-Based, On-Premise Linux
Mobile Apps
iOS, Android
Training
In Person, Documentation, Webinars, Videos, Live Online
Support
FAQs/Forum, Phone Support, Email/Help Desk, Chat, Knowledge Base
ChangeGear is a robust, enterprise solution for service and support management. We serve customers around the globe across healthcare, technology, energy, government, finance, manufacturing and more.
Content Source: ChangeGear
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ChangeGear Reviews
Pros
The end users love this software. If you have a good programmer on your team, this product will do just about whatever you want.
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.
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.
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.
Cons
Reporting was horrible, any customization was impossible, the support from the company was horrific, slow to respond, promised everything, never delivered even when we offered to pay for things.
We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.
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.
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.
Most Recent Video User Review for ChangeGear
SEE ALL VIDEO REVIEWS
change gear ticketing system
praveen K.
"Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear! "
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.
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.
"change gear ticketing system"
Overall: 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
"Functionality"
Overall: 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)
"Daily User Review"
Overall: 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.
"Flexible software that will meet your needs quickly"
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.
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.
