ChangeGear Reviews

easy to understand the flow and good in getting alerts and notifications .very good as a ticketing system

upgrade from 6 to 8 6 is 32 bit and 8 is 64 bit move to 7 and then 8

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.

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)

Ease of use, both from an administrative and general usage perspective.

Documentation: Admin Guide and a few operational shortcomings

It is very versatile and IF you know what you are doing, could handle just about any scenario.

Unless we have a lot of money for services, for a typical technology user, the software is very complex. K12 environments don't have the money or resources to get the most out of this software.

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

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.

It was simple and basic, handle basic functions well

Reporting was horrible, any customization was impossible, the support from the company was horrific, slow to respond, promised everything, never delivered even when we offered to pay for things.

Cost is very reasonable. It's is the most important determining factor to why we recommend ChangeGrear to our organization.

Training material for ChangeGear is not available on the internet. Compared to ServiceNow for example, their "how to" step by step instruction to all their modules is easily accessible on line.

Ease of use. Creating incident tickets is quick and intuitive.

Customer support. the only time I hear from my support contact is at renewal time.

The end users love this software. If you have a good programmer on your team, this product will do just about whatever you want.

Need someone that understands the "back-end" to program all your customizations. There is a lot of lag time when trying to enter a ticket; sluggish.

The self service portal for our customers is very well received.

The version that we are currently on makes it difficult for Service Desk staff to know what is in their workload, but the next version of the software is changing this.

There are many prebuilt workflows which follows ITIL standards which gives the customer a base to design according to their business needs.

The overall appearance of ChangeGear forms are dated. Would be nice if

This software solution hits all of the marks in regard to product offering and meeting the needs of the business process. The solution has a wealth of functionality and can be easily tailored to fit any organizational business process as it relates to change management. It is very easy for the business to use while ensuring that it provided enough content to support an established change management process.

The least favorable aspect to this solution is its complexity. The complexity is enough to customize the solution to a wide range of needs for change management. However, the customization can be a tedious task that may desire for one to obtain more from the solution. And the solution can provide more is that is what you choose.

I can configure everything in the change management system from the GUI to the backend workflows. Change gear is by far one of the most stable out of the box experiences i have come across.

The reporting could be a little more detailed out of the box to make compliance easier to manage. although Sunview provided us with a SSRS plugin to give us the details we need to meet our compliance requirements.

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.

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.

ITIL format... that has came handy for us. Service Request to problem Solving to RFC part is nice. Customization is nice as well.

Learning curve.. It requires dedication and set up. Probably better to have the vendor set it up for you. Also software is latent so difficult to use in a high speed work environment.

The ChangeGear software is feature-rich with all the modules necessary to create an ITIL based service management process. Easy to configure ticket workflow with notifications. Customizable data entry screens. Customizable (everything in this system can be customized from the interface to the database) reports and dashboards.

The software interface is somewhat dated and hierarchical.

Great functionality and ease of use. Simple to learn, simple to master Perfect for our environment Reminders for outstanding tickets

Could be confusing for new users. Not the best support

Very impressive looking user interface. From the ITSM standpoint, all expected functionality is present.

The biggest struggle was the implementation and the post sales support. It seemed that the folks doing the implementation weren't as experienced as i would have expected. The technical support is sub-par. Software is buggy.

ChangeGear is easy to use and customize for our needs and anytime I have had to contact Customer Support I have gotten quick knowledgeable responses and resolutions to my issues. SunView listens to their customers suggestions and is continually working to improve the product.

There is not really anything that we dislike about the ChangeGear product or services provided by Sunview.

We enjoy the application flexibility to make changes that suit our business needs and processes and not being held to limitations due to functionality.

What we like least about the software is the need for customization's that would require Professional Services. If resources are out there, they should probably be made available to the customers to follow and implement on their own. It would be nice to include better reporting capabilities and functionality.

Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search etc.

IIS needs resetting after changes made to forms and fields. May be they can do something that it would not require user to reset it.

It has modules to accomplish just about everything you could ask for that are simple to use and understand! It fully integrates into your environment and provides tools for you to use to better manage everything from issues and service requests to knowledge and assets!

I would like to be able to import MS Word documents or PDF's for the knowledge base. It would also be great if it could integrate with the phone system so that when a user calls, a new ticket auto-populates with their information.

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

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.

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...

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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.

Ease of use (for end-users and agents/admins alike) Ease of administration Feature sets Flexibilty of installation (Cloud, Hybrid, On-Premise) Pricing Ease of configuration

Remote manageability of certain features on full Public Cloud instance (requiring SunView support to interact)