What users are saying about
3 Ratings
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Score 7 out of 101

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Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
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Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
Expert directory
ChangeGear Service Desk
5.0
Service restoration
ChangeGear Service Desk
6.0
Self-service tools
ChangeGear Service Desk
5.0
Subscription-based notifications
ChangeGear Service Desk
6.9
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
ITSM reports and dashboards
ChangeGear Service Desk
7.9

ITSM asset management

ChangeGear Service Desk
7.5
Configuration mangement
ChangeGear Service Desk
7.4
Asset management dashboard
ChangeGear Service Desk
7.0
Policy and contract enforcement
ChangeGear Service Desk
8.0

Change management

ChangeGear Service Desk
7.3
Change requests repository
ChangeGear Service Desk
8.5
Change calendar
ChangeGear Service Desk
6.9
Service-level management
ChangeGear Service Desk
6.5

Pros

  • The Configuration Management module is an extremely powerful tool. Used correctly, it allows the technology team to keep tabs on equipment, hardware, software, and even spaces.
  • The amount of detail that you can require as part of the Incident module has been key for our technicians to perform their jobs like a well oiled machine. it includes: customer histories, the different statuses available, requester/customer availability, etc.
  • The grouping/sorting options that are available are essential in organizing our workflow. Our different teams are able to work together and without duplicating efforts thanks to the options available. It allows for a walled-off garden but with easy access.
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Cons

  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
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Usability

ChangeGear Service Desk8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
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Alternatives Considered

As this is my first position in an IT support environment, I have never used or evaluated a different product. Products such as ServiceNow are always mentioned as upgrades but the finances and logisitcal situations for the institution I work at do not allow and//or necessitate the use of such a tool.
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Return on Investment

  • For the time I've been working at this job, reports have always been positive for incident resolution rates.
  • We use the Incident Management module for event support related requests. We provide A/V support and the IM allows us to create tasks for setting up the room, thus creating a thread of responsibility for customer interaction and statistics for our institution's registrar regarding event space / classroom usage.
  • Implementation of customer surveys in resolution emails has allowed us to gauge the areas we are strong at and areas we need to improve. This has proved vital since its implementation last quarter.
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Pricing Details

ChangeGear Service Desk

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
ChangeGear Service Desk Editions & Modules
ChangeGear Service Desk
On-premise Edition
ChangeGear Service Desk
1
ChangeGear Help Desk
ChangeGear Change Management
1. Per Seat per Month
SaaS Edition
ChangeGear Cloud
1
1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
Additional Pricing Details