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).
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Pricing
ChangeGear Service Desk
Editions & Modules
ChangeGear Service Desk
$0
Per Seat per Month
ChangeGear Help Desk
$0
ChangeGear Change Management
$0
ChangeGear Cloud
$0
Per User per Month
Offerings
Pricing Offerings
ChangeGear Service Desk
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
ChangeGear Service Desk
Features
ChangeGear Service Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
Ratings
24% below category average
Organize and prioritize service tickets
6.40 Ratings
Expert directory
5.00 Ratings
Service restoration
6.00 Ratings
Self-service tools
5.00 Ratings
Subscription-based notifications
6.90 Ratings
ITSM collaboration and documentation
7.40 Ratings
ITSM reports and dashboards
7.90 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
Ratings
9% below category average
Configuration mangement
7.40 Ratings
Asset management dashboard
7.00 Ratings
Policy and contract enforcement
8.00 Ratings
Change management
Comparison of Change management features of Product A and Product B
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.
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.
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.
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.
