ChangeGear by SunView Software is an enterprise-level IT help desk solution that enables companies to better track, manage, and control IT services. The system is available in both web-based and on-premise deployment models.
Constructed on the ITIL best practices framework, ChangeGear is engineered to improve IT service management lifecycles. IT management processes are automated through the system, so businesses gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance, and improve IT service delivery. Through a self-service portal, incidents are reported via built-in processes; the system is configurable to a variety of settings, so views, advanced automations, templates, and visual workflows are all customizable; and various automation rules, including VIP ticket handling, SLA management and escalations, and ticket routing can all be adjusted depending on new business rules or to balance workloads. ChangeGear seamlessly integrates with email accounts, Active Directory, chat and other third-party applications.
Ginetta from County of Marin
Specialty: Public Sector
Employees number: 1,001-5,000 employees
SunView's Professional Services team helped us configure ChangeGear Service Desk to meet our needs. We have implemented several modules including Incident, Knowledge Base, Service Request, and Self-Service Portal. ChangeGear has been well received by our end users and IT Techs.
Ben from Henny Penny
Employees number: 501-1,000 employees
My company has been using the Cloud-based version of ChangeGear for approximately two years. We are very happy with the feature sets, reliability and ease of configuration. We are utilizing all modules including the Project Management which makes SunView unique in the ITSM industry.
SunView is a forward-thinking organization and delivers outstanding value - especially given the very competitive price point of ChangeGear.
Ease of Use - measured by satisfaction of end users and by agents that work within the product daily.
Ease of Administration
Ease of Configuration
Availability of Cloud, hybrid or on-premise
Extensive feature sets
Remote manageability of certain functions on Cloud instance (requiring SunView Support interaction)
Just go buy it. Well thought out product by a strong company that will definitely be a leader in the ITSM industry for years to come.
Dan from FSB
The product is fully scalable, coving all required functionality for our ticket tracking initiatives. SunView as a vendor has been incredible to work with. they accommodated multiple demonstrations for our respective teams to view, provided multiple quotes, changing as requested - regularly on the fly - so we could ensure we covered all our bases.
I currently do not have any items to discuss for dislikes. Both the product and vendor have been great
I'd recommend that they evaluate all the needs - from Change Management, to SDLC to Incident and project management (if all are required) - and review a few systems - including Change Gear. After the price points for like products are compared, they will see the benefit to pursuing this application as their final solution
Brad from MaximumASP
I liked best that the vendor worked with us on suggestions on how to increase certain capabilities of the product. They also made migrating to this product very simple. I also liked how the vendor thought logically about the functionality of the product and how it would be used in real world scenarios.
I have not ran into what I consider what I like least about the product or vendor.
It seems every company has their own certain way of doing change control, but having a tool that is customizable to your needs makes that process a lot easier. With that said walk through a change scenario with this product first and be open minded and I think you will see how logical it already is.
Donnie from Complete Integration Solutions
Specialty: Software / IT
The ChangeGear product has all the tools needed to run a successful incident, change and help desk system. I have been a user for many years and the team at Sunview has always been top notch. Any questions, concerns or issues the support folks were right on it.
There isn't anything that I have personally come across that couldn't be handled in a timely manner. Not one piece that I would do away with.
Sunview Software ChangeGear is really a one stop application when looking for the total package.
Freddie from Dallas County Community College District
The software offers a lot of features.The CMDB is a nice feature. Asset tracking is also great along with Problem and incident ticketing.
Took a while to program. Some programming took longer than expected.
Take a look at all the features that your company may need. Change Gear offers a lot of features a half the cost of other products.
Brion from Management Science Associates
Specialty: Software / IT
The product allows a lot of flexibility to be adapted to the needs of our company. Able to automate a lot of functions and services that were manual to us before.
With flexibility comes risk and some of my pain areas are the support services (pay for support) has degraded since I first signed on and are difficult to arrange. When I do get someone I don't feel I get the value as many times it has to have several follow up calls to get it right and I get charged for the extra hours. Also, my account support has degraded since signing on with my initial account rep taking a new role.
Know your process and what you hope to achieve prior to shopping for a software to make sure what you pick will support your needs.
Muhammad from Aegion Corporation
We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.