ChangeGear Service Desk vs. InvGate Service Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
InvGate Service Desk
Score 8.3 out of 10
N/A
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.N/A
Pricing
ChangeGear Service DeskInvGate Service Desk
Editions & Modules
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
No answers on this topic
Offerings
Pricing Offerings
ChangeGear Service DeskInvGate Service Desk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskInvGate Service Desk
Top Pros
Top Cons
Features
ChangeGear Service DeskInvGate Service Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
25% below category average
InvGate Service Desk
9.3
2 Ratings
12% above category average
Organize and prioritize service tickets6.42 Ratings10.02 Ratings
Expert directory5.01 Ratings9.02 Ratings
Service restoration6.01 Ratings9.02 Ratings
Self-service tools5.02 Ratings10.02 Ratings
Subscription-based notifications6.92 Ratings9.02 Ratings
ITSM collaboration and documentation7.42 Ratings9.02 Ratings
ITSM reports and dashboards7.92 Ratings9.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
InvGate Service Desk
9.0
2 Ratings
9% above category average
Configuration mangement7.42 Ratings9.02 Ratings
Asset management dashboard7.01 Ratings9.02 Ratings
Policy and contract enforcement8.01 Ratings9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
14% below category average
InvGate Service Desk
9.0
2 Ratings
7% above category average
Change requests repository8.52 Ratings9.02 Ratings
Change calendar6.92 Ratings9.01 Ratings
Service-level management6.52 Ratings9.02 Ratings
Best Alternatives
ChangeGear Service DeskInvGate Service Desk
Small Businesses
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Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
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User Ratings
ChangeGear Service DeskInvGate Service Desk
Likelihood to Recommend
9.0
(2 ratings)
10.0
(2 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
1.0
(1 ratings)
User Testimonials
ChangeGear Service DeskInvGate Service Desk
Likelihood to Recommend
Serviceaide
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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InvGate
This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
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Pros
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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InvGate
  • Set-up of system.
  • GUI is user-friendly.
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Cons
Serviceaide
  • 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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InvGate
  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
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Usability
Serviceaide
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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InvGate
No answers on this topic
Support Rating
Serviceaide
No answers on this topic
InvGate
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
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Alternatives Considered
Serviceaide
Simpler and easier to implement.
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InvGate
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
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Return on Investment
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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InvGate
  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
Read full review
ScreenShots

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted

InvGate Service Desk Screenshots

Screenshot of Incident ManagementScreenshot of Built In and Customizable ReportsScreenshot of Knowledge Base