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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ManageEngine ServiceDesk Plus
Score 9.2 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
ChangeGear Service Desk
ManageEngine ServiceDesk Plus
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
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
ChangeGear Service Desk
ManageEngine ServiceDesk Plus
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
ChangeGear Service Desk
ManageEngine ServiceDesk Plus
Features
ChangeGear Service Desk
ManageEngine ServiceDesk Plus
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
ManageEngine ServiceDesk Plus
7.1
Ratings
13% below category average
Organize and prioritize service tickets
6.40 Ratings
8.00 Ratings
Expert directory
5.00 Ratings
5.00 Ratings
Service restoration
6.00 Ratings
5.00 Ratings
Self-service tools
5.00 Ratings
8.00 Ratings
Subscription-based notifications
6.90 Ratings
6.00 Ratings
ITSM collaboration and documentation
7.40 Ratings
10.00 Ratings
ITSM reports and dashboards
7.90 Ratings
8.00 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
ManageEngine ServiceDesk Plus
7.7
Ratings
6% below category average
Configuration mangement
7.40 Ratings
9.00 Ratings
Asset management dashboard
7.00 Ratings
8.00 Ratings
Policy and contract enforcement
8.00 Ratings
6.00 Ratings
Change management
Comparison of Change management features of Product A and Product B
The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.
We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.
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.
When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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.
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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.
No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.
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.
It has provided better visibility to upper management in terms of the scale of the workload of the IT department
It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked
