TrustRadius
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.https://dudodiprj2sv7.cloudfront.net/product-logos/60/JK/VFLBH0E1LTCL.pngChangeGear ServiceDesk reviewed by a first-timerChangeGear Service Desk is being used by the technology department. This includes multiple teams. ChangeGear Service Desk allows us to efficiently keep track of the work needed to be done on a daily basis, as well as keeping tabs on long running projects. Automation on the customer side allows for quick interaction with our Service Desk (level I support) and, more importantly, using ChangeGear Service Desk allows us to triage incoming incidents or requests to the appropriate teams/individuals.,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.,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.,9,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.,ServiceNow,Relating other incidents, attaching documents, assigning due dates. Grouping/filtering to streamline workflow. The entire CM module is very straightforward and an incredibly powerful tool.,Our implementation of customer communications is not the best. Email subject and body are repetitive, too 'canned,' and frankly easy to ignore. The pagination and default layout for the different filtering options is a little un-intuitive. Customization is necessary The way Tasks are separated in the IM is not ideal. Wish they were more integrated.,Yes, but I don't use it,8Simple Implementation and Ease of UseMy experience with ChangeGear Service Desk was pretty positive. We upgraded to ChangeGear Service Desk from an inferior product and it was a breeze. I am a big fan of the ChangeControl module especially because of its ease of use and simplicity.,Change Control Ease of Use Simplicity,Implementation Updates Servers,9,Better Response Time Email Tracking of Tickets Change Control Module Simplicity,SCSM
Windows
ChangeGear Service Desk
3 Ratings
Score 7.0 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>TRScore

ChangeGear Service Desk Reviews

ChangeGear Service Desk
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.0 out of 101
Show Filters 
Hide Filters 
Filter 3 vetted ChangeGear Service Desk reviews and ratings
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role
Reviews (1-2 of 2)
  Vendors can't alter or remove reviews. Here's why.
No photo available
September 18, 2015

ChangeGear Service Desk: "ChangeGear ServiceDesk reviewed by a first-timer"

Score 9 out of 10
Vetted Review
Verified User
Review Source
ChangeGear Service Desk is being used by the technology department. This includes multiple teams. ChangeGear Service Desk allows us to efficiently keep track of the work needed to be done on a daily basis, as well as keeping tabs on long running projects. Automation on the customer side allows for quick interaction with our Service Desk (level I support) and, more importantly, using ChangeGear Service Desk allows us to triage incoming incidents or requests to the appropriate teams/individuals.
  • 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.
  • 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.
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?
Read this authenticated review
No photo available
September 28, 2015

ChangeGear Service Desk Review: "Simple Implementation and Ease of Use"

Score 9 out of 10
Vetted Review
Verified User
Review Source
My experience with ChangeGear Service Desk was pretty positive. We upgraded to ChangeGear Service Desk from an inferior product and it was a breeze. I am a big fan of the ChangeControl module especially because of its ease of use and simplicity.
  • Change Control
  • Ease of Use
  • Simplicity
  • Implementation
  • Updates
  • Servers
It's perfect for companies of all sizes.
Read this authenticated review

ChangeGear Service Desk Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (2)
6.4
Expert directory (1)
5
Service restoration (1)
6
Self-service tools (2)
5.0
Subscription-based notifications (2)
6.9
ITSM collaboration and documentation (2)
7.4
ITSM reports and dashboards (2)
7.9
Configuration mangement (2)
7.4
Asset management dashboard (1)
7
Policy and contract enforcement (1)
8
Change requests repository (2)
8.5
Change calendar (2)
6.9
Service-level management (2)
6.5

About ChangeGear Service Desk

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.

ChangeGear Service Desk Features

Has featurePersona-based Dashboards
Has featureSingle Platform with fully-integrated ITSM modules
Has featureBuilt-in ITIL Processes
Has featureCodeless Customizations
Has featureFlexible Licensing
Has featureSaaS or on-Premises
Has featureEasy to Implement with Seamless Upgrades

ChangeGear Service Desk Screenshots

ChangeGear Service Desk Integrations

Active Directory, Bomgar, Solarwinds, Sharepoint, SAP Crystal Reports

ChangeGear Service Desk Competitors

ServiceNow, Zendesk, Cherwell, ManageEngine, Desk

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No
On-premise EditionPricing DetailsTerms
ChangeGear Service DeskPer Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
SaaS EditionPricing DetailsTerms
ChangeGear CloudPer User per Month
ModulesPricing DetailsTerms
Service Request Management
HR
Procurement
Project Management

ChangeGear Service Desk Customer Size Distribution

Consumers
%
Small Businesses (1-50 employees)
10%
Mid-Size Companies (51-500 employees)
50%
Enterprises (> 500 employees)Enterprises (> 500 employees)
40%

ChangeGear Service Desk Support Options

 Paid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase

ChangeGear Service Desk Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide