4 Ratings
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Score 8 out of 100
1 Rating
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Score 9 out of 100

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?
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
Serviceware Processes (helpLine)
8.9
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
Serviceware Processes (helpLine)
10.0
Expert directory
ChangeGear Service Desk
5.0
Serviceware Processes (helpLine)
9.0
Service restoration
ChangeGear Service Desk
6.0
Serviceware Processes (helpLine)
6.0
Self-service tools
ChangeGear Service Desk
5.0
Serviceware Processes (helpLine)
9.0
Subscription-based notifications
ChangeGear Service Desk
6.9
Serviceware Processes (helpLine)
9.0
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
Serviceware Processes (helpLine)
10.0
ITSM reports and dashboards
ChangeGear Service Desk
7.9
Serviceware Processes (helpLine)
9.0

ITSM asset management

ChangeGear Service Desk
7.5
Serviceware Processes (helpLine)
8.3
Configuration mangement
ChangeGear Service Desk
7.4
Serviceware Processes (helpLine)
9.0
Asset management dashboard
ChangeGear Service Desk
7.0
Serviceware Processes (helpLine)
9.0
Policy and contract enforcement
ChangeGear Service Desk
8.0
Serviceware Processes (helpLine)
7.0

Change management

ChangeGear Service Desk
7.3
Serviceware Processes (helpLine)
10.0
Change requests repository
ChangeGear Service Desk
8.5
Serviceware Processes (helpLine)
10.0
Change calendar
ChangeGear Service Desk
6.9
Serviceware Processes (helpLine)
Service-level management
ChangeGear Service Desk
6.5
Serviceware Processes (helpLine)
10.0

Pros

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
Anonymous | TrustRadius Reviewer

Cons

ChangeGear Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Anonymous | TrustRadius Reviewer

Usability

ChangeGear Service Desk

ChangeGear Service Desk 8.0
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.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

Support Rating

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 2 answers
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Anonymous | TrustRadius Reviewer

Screenshots

Serviceware Processes (helpLine)

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

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
    Additional Pricing Details

    Serviceware Processes (helpLine)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Serviceware Processes (helpLine) Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    ChangeGear Service Desk
    9.0
    Serviceware Processes (helpLine)
    9.0

    Usability

    ChangeGear Service Desk
    8.0
    Serviceware Processes (helpLine)

    Support Rating

    ChangeGear Service Desk
    Serviceware Processes (helpLine)
    9.0

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