ChangeGear Service Desk vs. Serviceware Processes (helpLine)

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
Serviceware Processes (helpLine)
Score 9.0 out of 10
N/A
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.N/A
Pricing
ChangeGear Service DeskServiceware Processes (helpLine)
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 DeskServiceware Processes (helpLine)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskServiceware Processes (helpLine)
Top Pros
Top Cons
Features
ChangeGear Service DeskServiceware Processes (helpLine)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
24% below category average
Serviceware Processes (helpLine)
8.9
1 Ratings
9% above category average
Organize and prioritize service tickets6.42 Ratings10.01 Ratings
Expert directory5.01 Ratings9.01 Ratings
Service restoration6.01 Ratings6.01 Ratings
Self-service tools5.02 Ratings9.01 Ratings
Subscription-based notifications6.92 Ratings9.01 Ratings
ITSM collaboration and documentation7.42 Ratings10.01 Ratings
ITSM reports and dashboards7.92 Ratings9.01 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
Serviceware Processes (helpLine)
8.3
1 Ratings
1% above category average
Configuration mangement7.42 Ratings9.01 Ratings
Asset management dashboard7.01 Ratings9.01 Ratings
Policy and contract enforcement8.01 Ratings7.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
13% below category average
Serviceware Processes (helpLine)
10.0
1 Ratings
18% above category average
Change requests repository8.52 Ratings10.01 Ratings
Change calendar6.92 Ratings00 Ratings
Service-level management6.52 Ratings10.01 Ratings
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Medium-sized Companies
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User Ratings
ChangeGear Service DeskServiceware Processes (helpLine)
Likelihood to Recommend
9.0
(2 ratings)
9.0
(1 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
ChangeGear Service DeskServiceware Processes (helpLine)
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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Serviceware
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.
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Pros
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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Serviceware
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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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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Serviceware
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
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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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Serviceware
No answers on this topic
Support Rating
Serviceaide
No answers on this topic
Serviceware
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.
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Alternatives Considered
Serviceaide
Simpler and easier to implement.
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Serviceware
Unfortunately I have no experience with other products.
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Return on Investment
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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Serviceware
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
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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