# Page 2 | ChangeGear Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ChangeGear the right Human Resources solution for you? Explore 51 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/146239/ChangeGear-ITSM/reviews --- ChangeGear 4 (51) [View alternatives](https://www.capterra.com/p/146239/ChangeGear-ITSM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of ChangeGear ## Showing most helpful reviews Showing 26-50 of 51 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JA Jonathan A. Business Analyst Utilities Used the software for: 2+ years ### "ChangeGear Product Review" April 26, 2019 4.0 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. Review Source BW Ben W. IT Infrastructure Manager Business Supplies and Equipment Used the software for: 1-2 years ### "ChangeGear - Great Product Delivered by a Great Company" October 10, 2016 5.0 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) Review Source Teresa B. IT Business Analyst Telecommunications Used the software for: Less than 6 months ### "Customizable, Competitive and Customer Friendly" January 8, 2018 4.0 Increased customer communication. 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. Review Source LN Laetitia N. Manager, IT Service Management Hospital & Health Care Used the software for: 2+ years ### "Functionality" December 5, 2019 3.0 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) Review Source PT Pam T. IT Systems Support Professional Higher Education Used the software for: 2+ years ### "We would have insisted on initial vendor set-up, with one-on-one training for application management" January 16, 2018 5.0 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. 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. Review Source VR Verified Reviewer Corporate IT Manamager Chemicals Used the software for: 2+ years ### "Empty Promises" April 25, 2019 2.0 Software itself was ok, we need tweeks and the company promise to make and never delivered, but they kept taking our money and consume hours, but never delivered. Pros It was simple and basic, handle basic functions well 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. Review Source TW Tim W. Change Manager/ITSM Administrator Telecommunications Used the software for: 2+ years ### "Mitel Networks ChangeGear Deployment" September 13, 2019 4.0 Overall a very positive experience Pros Ease of use, both from an administrative and general usage perspective. Cons Documentation: Admin Guide and a few operational shortcomings Reason for choosing ChangeGear ChangeGear was the solution selected by way of association with another company, a SAAS Solution was desired, reasonable cost, as well as overall functionality. Review Source SR Safi R. Information Security Financial Services Used the software for: 2+ years ### "Change Gear" February 6, 2019 3.0 I think software can be used effectively if configured in its full capacity. The customization is nice but requires a dedicated person which e do not have the resources for. I like the features but did not have time to learn how to make the best use of it. Pros ITIL format... that has came handy for us. Service Request to problem Solving to RFC part is nice. Customization is nice as well. Cons Learning curve.. It requires dedication and set up. Probably better to have the vendor set it up for you. Also software is latent so difficult to use in a high speed work environment. Review Source TK Terese K. Service and Support Manager Used the software for: 2+ years ### "ChangeGear is a very user friendly tool that makes ITSM simple!" December 26, 2017 5.0 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. Review Source NS Nicole S. IT Governance and Service Analyst Paper & Forest Products Used the software for: 2+ years ### "Great Product and Great Customer Service" June 18, 2018 4.0 We are better able to manage our incidents, service requests and changes. Pros ChangeGear is easy to use and customize for our needs and anytime I have had to contact Customer Support I have gotten quick knowledgeable responses and resolutions to my issues. SunView listens to their customers suggestions and is continually working to improve the product. Cons There is not really anything that we dislike about the ChangeGear product or services provided by Sunview. Review Source TB Tammy B. Application Analyst III Hospital & Health Care Used the software for: 2+ years ### "Houston Methodist Product Review - ChangeGear" March 29, 2019 5.0 Pros There are many prebuilt workflows which follows ITIL standards which gives the customer a base to design according to their business needs. Cons The overall appearance of ChangeGear forms are dated. Would be nice if Review Source PC Paula C. IT Help Desk Supervisor Education Management Used the software for: 1-2 years ### "ChangeGear Review" April 1, 2019 5.0 Currently we are strictly using this as our IT Help Desk Ticket Management System. 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. Cons Need someone that understands the "back-end" to program all your customizations. There is a lot of lag time when trying to enter a ticket; sluggish. Review Source JS Jeff S. AVP; IT Infrastructure Services Insurance Used the software for: 6-12 months ### "Decent ITSM offering - LOTS of hidden \*bugs\* and kinks that need worked through " April 2, 2019 3.0 We needed a new ITSM solution (Incident, change, release, etc). Pros It's very customizable which is nice. It's also easy to use once it's configured. Cons There are a lot of bugs and odd nuances with the product that is not mentioned up front. While we have had much of this acknowledged it still feels like a half baked product, or a software company that doesn't have enough people on staff to address things like they should be addressed. Review Source RC Robert C. Vice President - Service Desk Financial Services Used the software for: 6-12 months ### "Full Featured Product" January 2, 2019 4.0 We purchased this software to better understand customer demand and to better document our internal change process. The software meet this goal, easily. Now we're using it so that customers can perform self-help and agents can document and learn solutions to standard problems. Pros The ChangeGear software is feature-rich with all the modules necessary to create an ITIL based service management process. Easy to configure ticket workflow with notifications. Customizable data entry screens. Customizable (everything in this system can be customized from the interface to the database) reports and dashboards. Cons The software interface is somewhat dated and hierarchical. Review Source BW Brian W. Admin Financial Services Used the software for: 1-2 years ### "Find a different product than ChangeGear" September 11, 2019 1.0 I would rather slam my hand in a door than use this software. Pros Nothing. It is the worst I've ever used in my 20+ years in IT. I'm also familiar w/ Remedy and ServiceNow. Cons It is overly confusing and a huge time waster. You can't look at it and figure out what you need to do like any other software platform. Every single time I try to do anything my tickets end up getting incorrectly assigned or routed. No one seems to understand the logic of their workflow. Everyone I've ever talked to at my company hates this product. Review Source DS Duane S. Helpdesk Real Estate Used the software for: 1-2 years ### "Countless problems" October 27, 2017 1.0 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. Review Source DC Donnie C. CIO Computer Software Used the software for: 2+ years ### "Sunview Software is a great company to work with. ChangeGear is Great." July 16, 2015 5.0 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. Review Source MP Mike P. IS Analyst Research Used the software for: Less than 6 months ### "Solid Product and Solid company. Great customer support sales and tech" March 6, 2018 5.0 Automation of a lot of routine task right out off the box. a better data tracking and reporting. 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. Review Source MZ Mike Z. Systems Administrator Used the software for: Less than 6 months ### "The account mgr, tech lead, and general support have all been good to work with and very responive" January 16, 2018 4.0 Stream lined access to various features. Good metrics that are easily obtained. 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. Review Source JC Jean C. IT Manager, Service Desk Utilities Used the software for: 2+ years ### "ChangeGear" April 1, 2019 4.0 Our overall experience with the software is great. The vendor is a valued business partner and is always making improvements and asking how they can be better. Pros The self service portal for our customers is very well received. Cons The version that we are currently on makes it difficult for Service Desk staff to know what is in their workload, but the next version of the software is changing this. Review Source AF Artim F. Analyst Used the software for: 6-12 months ### "Very good" January 10, 2018 5.0 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. Review Source FC Freddie C. IT Manager Primary/Secondary Education Used the software for: 2+ years ### "Change Gear DCCCD" July 13, 2015 3.0 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. Review Source JP Jerry P. Senior Network Administrator Insurance Used the software for: 6-12 months ### "Network Administrator" April 27, 2018 2.0 We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use. Pros Very customizable user interface. Work flows are easy to setup. Reports are easily generated and can be output in multiple forms. Cons The email handling module is highly flawed. There are many operational bug in the coding. The system is not very adaptable to be used for non-ITSM rolls. Review Source GH Ginetta H. Systems Support Analyst Public Policy Used the software for: Less than 6 months ### "ChangeGear is Customizable" October 16, 2016 5.0 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. Review Source DD Dan D. Senior Programmer Analyst Used the software for: ### "Change Gear - SunView Review" January 14, 2016 4.0 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. Review Source Similar Products Featured