ChangeGear Service Desk Pricing, Features, Reviews & Comparison of Alternatives

ChangeGear Service Desk

Cloud based solution to track & control IT services

3.97/5 (49 reviews)

ChangeGear Service Desk overview

What is ChangeGear Service Desk?

ChangeGear Service Desk is an ITSM solution offered by U.S. based vendor, SunView Software. Customers can opt for either SaaS or on-premises deployment, as well as user licenses that best fit their requirements: concurrent user licenses, named user licenses and unlimited requestor licenses.

ChangeGear Service Desk is designed for managers, team leaders, staff members, and other end users to streamline incident management, request management or problem management workflows. Managers can get better insights about team activities and staff members by using configurable workflows. The solution offers configurable reporting and dashboard features that provide complete visibility of processes within an organization.

ChangeGear Service Desk offers a service catalog and modules for problem management, change management, and incident management. These modules help IT organizations to manage essential processes based on ITIL best practices. Large organizations can also create their own customized modules for complex processes. In-built process module templates are also available for HR, procurement and project management that allow teams to quickly customize modules and implement processes in minimal time.

ChangeGear Service Desk’s other features include dynamic form creation, standard reporting, announcement calendar, daily activities prioritization and personalized workspaces. The solution also provides REST APIs that enable users to integrate the application with other directory services, systems monitoring tools, email system, and third party tools. ChangeGear Service Desk leverages various security features including AES encryption, single sign-on, and user authentication to offer a secure environment.
www.sunviewsoftware.com

Pricing

Pricing options
One time license
Subscription
Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
ChangeGear Service Desk screenshot: Customizable dashboardChangeGear Service Desk OverviewChangeGear Service Desk screenshot: Workspace for usersChangeGear Service Desk screenshot: View all open tickets on a single screenChangeGear Service Desk screenshot: Active incidents trackingChangeGear Service Desk screenshot: Search functionality to access knowledge base and request help

ChangeGear Service Desk reviews

Value for money
Features
Ease of use
Customer support
  4.0
  3.9
  3.9
  4.0
David Gentry

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Used daily for 1-2 years
Reviewed 2017-12-20
Review Source: Capterra

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.

Pros
Everything. ChangeGear has made an immediate impact in our facility by allowing us to create relationships between different ticket types, engage with the End User via Self Service/Surveys and has allowed us to enhance our Change Management process. We now have a Service Catalog that details our services and is published to our Customers. The ability to customize the ChangeGear application to meet our environment made the implementation process very smooth. The Sales team did a great job in meeting our financial needs as well as facilitating a smooth transition to the implementation team. The implementation team was quick to answer questions and ensure our initial setup/installment was flawless. The Professional Services Team has been informative and patient while configuring the application and teaching our technical lead. The Support Team has been courteous and diligent in making sure any issue is resolved quickly. Access to their Self Service Portal provides a multitude of knowledge base articles that allows me as a customer to resolve many of our issues by myself.

Cons
There are no error messages when two technicians are in the same ticket trying to update the ticket. Sometimes you cannot find exactly what you are looking for in their Knowledge Base but a submitting a ticket to their support team will get you the answers you need to any issue you might encounter. The user manual and administrator manual can lack information; however, what you don't find there you can find in MySunviewSoftware Support KB articles. The manuals need the screenshots updated as well.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Charles Rossi

Daily User Review

Used daily for 1-2 years
Reviewed 2019-03-29
Review Source: Capterra

Overall, we are extremely pleased with the software. The support staff and professional services are always on top of their game. When there is a problem, follow-up is quick and resolution comes shortly afterwards. Highly professional across the board. If you meet them at a conference, they are pleasant to work with on your issues and always open to suggestions. It's nice to know that there is a good team behind the product.

Pros
There is plenty out-of-the-box forms that follow ITIL standards which made it helpful for our organization to jump start into it. The simple end-user front-end, the Self Service Portal, makes users feel comfortable with entering requests without the need to look over complicated. We have had no complaints from our end users about the product. It is very "easy on the eyes" with a clear and precise web interface for our service desk technicians. The knowledge base along with the smart technology makes it easy for technicians to find resolutions much quicker than in the past.

Cons
Customization can be a challenge. Creating forms is rather clumsy and if you make a mistake, it takes some time to correct it. Updating from one version to another is also challenging since it is an update in place and not a migration. There is a roadmap where this will be updated in a future release of ChangeGear.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Laetitia Neathery

Functionality

Used daily for 2+ years
Reviewed 2019-12-05
Review Source: Capterra

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.

Pros
Compared to other ITSM tool, ChangeGear very cost-effective. The licensing model is flexible and can scale easily. We selected the combine both the single user and site license option and this work great for our It team of 300+ users. The platform aligns with the ITIL framework so integrating the tool with our ITIL processes (Change, Incident, Problem Management, Service Request fulfillment, etc ) did not require any customization.

Cons
The Task functionality can be improved. We are experiencing some barriers with reporting of tasks. The other challenge is that we can only apply 1 SLA to tickets ( for example, we can only apply the Response Time SLA OR Resolution Time to incident tickets. Not both)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Jonathan Allen

ChangeGear Product Review

Used daily for 2+ years
Reviewed 2019-04-26
Review Source: Capterra

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC, CMDB). Since having a stable and very utilized product within BT, we have started to development the application for various other business units around the organization. Overall, ChangeGear has been a great tool for NWE and we plan on growing the use of the application in the future.

Pros
Great, easy to use tool that provides customization capabilities to fit almost any business need.

Cons
Transport structure and method between environments (DEV, TST, PRD). OID's and other configuration seem to get misaligned which causes the testing team to always have to perform thorough testing, even with the most simple changes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Aaron Duncan

Flexible software that will meet your needs quickly

Used daily for 2+ years
Reviewed 2017-12-22
Review Source: Capterra

Tracking of all Incidents, Requests, Problems, and Changes in our environments is easy to track and report upon. I'm able to take requests from our business and turn out solutions quickly and efficiently.

Pros
The software is very flexible in what it can do, allowing us to meet business demands quickly and efficiently in an ever changing environment.

Cons
The automation for forms could be streamlined some more, but this appears to be an issue that will disappear, as with each release they're improving the automation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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ChangeGear Service Desk pricing

Pricing options
One time license
Subscription
View Pricing Plans

For subscription: Pricing starts from $46 /user/month (billed annually).

For one-time pricing: $9,995.00/one-time.

ChangeGear Service Desk features

API
Activity Dashboard
Automatic Notifications
Knowledge Base Management
Support Ticket Management
Third Party Integration
Workflow Management

Alerts / Escalation (74 other apps)
CRM Integration (88 other apps)
Chat (205 other apps)
Customizable Branding (121 other apps)
Email Integration (102 other apps)
Instant Messaging (102 other apps)
Monitoring (107 other apps)
Multi-Channel Communication (109 other apps)
Multi-Language (74 other apps)
Real Time Monitoring (75 other apps)
Reporting & Statistics (128 other apps)
Social Media Integration (88 other apps)
Surveys & Feedback (88 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for ChangeGear Service Desk

Key features of ChangeGear Service Desk

  • Customizable fields
  • Activity audit
  • Activity logging
  • Automatic notifications
  • Change management
  • Change tracking
  • Charting
  • Configuration management
  • Employee self service
  • Forms management
  • History tracking
  • Incident management
  • Problem management
  • Real time analytics
  • Release management
  • Search functionality
  • Service level management
  • Single Sign On
  • Security & encryption
  • Task planning
  • Third party integration
  • Workflow management
  • Survey management
  • API
  • Knowledge base
  • Ticket management
  • Dashboard creation
  • Graphical data presentation
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Benefits

• ChangeGear Service Desk offers a customizable dashboard for team leaders and managers to get insights about KPIs and real-time metrics that help in IT service activities management.

• The solution enables end-users to create a personalized workspace where they can access tasks or track, plan and prioritize daily activities.

• ChangeGear Service Desk offers process modules with in-built forms, workflows, SLA management, notifications, and reporting features that help different users handle service requests efficiently.

• The application integrates with existing infrastructure and other business applications by using various delivery options including web service APIs, file integration services, email connector, and form configuration.

• Auditing and logging features provide better security by creating a log of all the edits made to system tickets and displays information about the user who made the last edit.