ChangeGear ServiceDesk reviewed by a first-timer
September 18, 2015

ChangeGear ServiceDesk reviewed by a first-timer

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

6

Modules Used

  • Incident Management, Change Management, Configuration Management

Overall Satisfaction with ChangeGear Service Desk

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.
  • 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.
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?

ChangeGear Service Desk Feature Ratings

Organize and prioritize service tickets
8
Self-service tools
5
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
9
Change requests repository
9
Change calendar
8
Service-level management
7

Using ChangeGear Service Desk

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.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • 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.