SunView ChangeGear

SunView ChangeGear

(23)
4.3 out of 5 stars

SunView ChangeGear is a fully-integrated Service Desk Platform with powerful features and affordable pricing built to meet all of your IT service management needs.

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SunView ChangeGear Reviews

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Showing 23 SunView ChangeGear reviews
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SunView ChangeGear review by <span>David G.</span>
David G.
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Verified Current User
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"If you want success in your Service Desk, you want ChangeGear"

What do you like best?

Customization and ease of use. I was able to use the customization tools within ChangeGear to create my own workflow for each level of incidents. The Dashboard provides an easy and quick view of everything that is going on in our environment.

What do you dislike?

No option for Widget customization. I use the Activity widget more than anything and find myself having to reset everything if I leave the page. I have entered an enhancement request so hopefully this will be resolved soon. It is not a deal breaker by any means and a simple work-around is opening a new tab with the other modules listed.

Recommendations to others considering the product

I would recommend making sure all your license needs are met. When discussing licensing make sure you discuss in detail exactly what you are paying for. I would also recommend attempting to get a hands on type access to the admin console because you cannot do this with the demos and videos. Be open with your need because their sales team are exceptional in finding what ChangeGear can do for you.

What business problems are you solving with the product? What benefits have you realized?

ChangeGear has allowed us to implement a solid change management process along with solid reporting for service requests, incident management and problem management. The Project Module allows to track internal projects and keep all incidents/changes/issues tied together in a single application.

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SunView ChangeGear review by <span>Teresa B.</span>
Teresa B.
Validated Reviewer
Verified Current User
Review Source

"Customizable-Competitive-Customer Friendly"

What do you like best?

The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution.

What do you dislike?

User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility.

More than 1 technician can be working on a ticket at the same time which causes concerns.

Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial.

Recommendations to others considering the product

Before implementing invest time in documenting your current processes and outlining your wants and needs required of a new system. . If possible spend time in a ChangeGear Sandbox before implementing your system and be sure to outline as a company your expectations for the administration of the system. We are just starting Phase 1 of our implementation. We determine launching the product modules in phases would be the most beneficial to our needs.

What business problems are you solving with the product? What benefits have you realized?

Improved communication with our customers.

Developing the Change Module is assisting us in tracking, monitoring and creating an internal structure for requests.

What Service Desk solution do you use?

Thanks for letting us know!
SunView ChangeGear review by <span>Aaron D.</span>
Aaron D.
Validated Reviewer
Verified Current User
Review Source

"Flexible Product for a demanding business."

What do you like best?

The flexibility that ChangeGear offers allows us to quickly adapt to any demands that our business requires. We're able to increase efficiency of our current processes with each release. In each of their releases, we're seeing additional features being added. Those features are often utilized in our environment quickly, as we're seeing immediate improvement in our processes.

The support really is the best, as they will go the extra mile to help you troubleshoot and resolve any issue in your environment. They are resourceful and knowledgeable enough about the product to quickly determine the root cause of an issue, and guide you on correcting it.

What do you dislike?

There are items that are difficult to customize or require professional services for something that should be simple, but this is changing as the product matures.

The forms are often clunky and require a lot of work to streamline to make the end user experience better. You can streamline the forms, but it takes a lot of effort to do so.

Recommendations to others considering the product

The product has the potential to serve a number of vertical markets well with its flexible workflows and forms. There is nothing that I've seen that ChangeGear isn't able to do.

What business problems are you solving with the product? What benefits have you realized?

We're able to give customers more detailed information about the status of their issue, as well as identifying possible widespread issues in a timely manner. With ChangeGear we are able to keep track of Major Incidents, Change Requests that allow us better transparency as to what is going into our production environment.

SunView ChangeGear review by <span>Howie S.</span>
Howie S.
Validated Reviewer
Verified Current User
Review Source

"Feature-rich, Flexible, Complete ITSM Solution for a Very Competitive Price"

What do you like best?

The flexibility to configure the system, the price for what you get, how well it is based on ITIL, user interface is easy to use and very consistent between modules, integration of Crystal reports, they continue to enhance the system.

What do you dislike?

Built-in report writer is limited. The self-service portal is not very configurable (yet - they're changing this soon). There are some configurations which are not possible without their assistance for our hosted system (on-premise does not have this issue).

Recommendations to others considering the product

We implemented it while they were rolling out a significant upgrade and that caused some delays from their support. They are a rapidly growing company and recently I've seen some effort on their part to increase their support resources to keep up with their customer base.

They continue to add features to the system and they listen to our requests for future enhacnements.

1st tier support is okay; 2nd+ is excellent.

I have not found a system with this number of features for this low price. It is excellent for small to mid-size companies.

What business problems are you solving with the product? What benefits have you realized?

Incident management, asset inventory, project management, users portal, change management.

It has tremendously improved our communication internally and with other departments. It's helping us launch a project management methodology from our newly developed PMO. We have a better handle on our fleet of PC's (it pulls from SCCM and makes it easier to manage).

SunView ChangeGear review by <span>Corey S.</span>
Corey S.
Validated Reviewer
Verified Current User
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"Robust solutions for every occasion"

What do you like best?

ChangeGear offers an extreme level of customization. Solutions are more limited by imagination than the platform itself. Truly a complete package.

What do you dislike?

If you choose to use the hosted solution you are locked out of some features that are hosted server side. This is offset somewhat by a support team that is quick to respond, and knowledgeable consultants that are always willing to help find the best solution for you.

Recommendations to others considering the product

It's a robust platform that will do everything you need and more. There is a lot to it, but it follows ITIL practices, so knowledge from other systems will be somewhat applicable.

What business problems are you solving with the product? What benefits have you realized?

One of the big uses for us is driving solid internal procedures. The platform helps automate day to day policy in a way that keeps people on task and in compliance.

SunView ChangeGear review by <span>Pam T.</span>
Pam T.
Validated Reviewer
Verified Current User
Review Source

"SunView is a very innovative and responsive ITIL company"

What do you like best?

Our experience with SunView started out slowly and with a few bumps that always come with a new system, but quickly escalated into a great partnership. SunView takes the time to listen to our problems and help us through issues that we encounter. They also take time for one-on-one sessions when requested and technical support is very response.

What do you dislike?

We would have insisted on initial vendor set-up, with one-on-one training for application management post implementation.

Recommendations to others considering the product

Allow vendor implementation and at least 3-5 days of training session for Administrators or Admin users.

What business problems are you solving with the product? What benefits have you realized?

IT Section accountability and customer service monitoring/trending. ChangeGear has allowed us to track and monitor situations or problems to change or help improvement business processes.

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