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 cloud-based and on-premise deployment models.
Constructed on the Information Technology Infrastructure Library (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 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.
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.
Jerry from INDS
Change Gear is great if you are only using it internally. Despite what their sales team would tell you, it requires extensive modification to even handle anything more than a few email addresses. Attachment handling and things as simple as email CC'ing are not available available out of the gate. The included modules are not very adaptable, inevitably requiring the customer to bend to suit its forms instead of bending its forms to suit the customer. The technical/implementation team is very knowledgeable, when you can get in touch with them. Trying to get them on the phone is more like "leave a message and maybe we'll get back to you." Bottom line, users will be very pleased with this product as long as they a) don't need it for any other department than IT, and b) don't need it to be externally facing.
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.
Ben from Henny Penny
Employees number: 501-1,000 employees
My company has been using ChangeGear for approximately two years. We love the product's ease of use, administration and feature sets. The initial price tag was VERY competitive. We found that the product can deliver Enterprise level capabilities at the price point of a typical SMB product.
The support of the product has been great when we have to use it (which is almost never). They deliver the product in many forms including Public cloud, Hybrid or on-premise.
SunView is highly committed to product development as evidenced by the latest features inherent to ChangeGear v7. Many would consider them a visionary or leading-edge company in the ITSM industry.
SunView is also easy to do business with and you will be treated like a family member.
Go just buy it. You won't look back.
Ease of use (for end-users and agents/admins alike)
Ease of administration
Flexibilty of installation (Cloud, Hybrid, On-Premise)
Ease of configuration
Remote manageability of certain features on full Public Cloud instance (requiring SunView support to interact)
Go just get it!
Dan from FSB
We are currently implementing this product. So far, as seen by various demonstrations and test drives of this product, it appears to be fully functional, scalable and user friendly. Changing workflows, form layout or what you are seeing on the screen is very easy. Customizing the workflows is not difficult, which, in conjunction with form modifications allows the users to make customizations specific to their needs.