ChangeGear Service Desk

ChangeGear Service Desk

Score 8.0 out of 10
ChangeGear Service Desk

Overview

What is 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,...
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Recent Reviews

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Pricing

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ChangeGear Service Desk

On Premise
Per Seat per Month

ChangeGear Help Desk

On Premise

ChangeGear Change Management

On Premise

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.sunviewsoftware.com/products…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Details

What is 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. SunView Software is a Serviceaide company (acquired August 2021).

ChangeGear Service Desk Features

  • Supported: Persona-based Dashboards
  • Supported: Single Platform with fully-integrated ITSM modules
  • Supported: Built-in ITIL Processes
  • Supported: Codeless Customizations
  • Supported: Flexible Licensing
  • Supported: SaaS or on-Premises
  • Supported: Easy to Implement with Seamless Upgrades

ChangeGear Service Desk Screenshots

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

ChangeGear Service Desk Competitors

ChangeGear Service Desk Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide

ChangeGear Service Desk Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)50%
Enterprises (more than 500 employees)40%
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Comparisons

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Reviews and Ratings

 (5)

Attribute Ratings

Reviews

(1-2 of 2)
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Score 9 out of 10
Vetted Review
Verified User
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.
Incident and problem management (7)
55.71428571428571%
5.6
Organize and prioritize service tickets
50%
5.0
Expert directory
50%
5.0
Service restoration
60%
6.0
Self-service tools
50%
5.0
Subscription-based notifications
50%
5.0
ITSM collaboration and documentation
60%
6.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
70%
7.0
Configuration mangement
60%
6.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
80%
8.0
Change management (3)
66.66666666666667%
6.7
Change requests repository
80%
8.0
Change calendar
60%
6.0
Service-level management
60%
6.0
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
  • SCSM
Simpler and easier to implement.
Score 9 out of 10
Vetted Review
Verified User
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?
Incident and problem management (5)
80%
8.0
Organize and prioritize service tickets
80%
8.0
Self-service tools
50%
5.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (1)
90%
9.0
Configuration mangement
90%
9.0
Change management (3)
80%
8.0
Change requests repository
90%
9.0
Change calendar
80%
8.0
Service-level management
70%
7.0
  • 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.
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.
  • 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
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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