ChangeGear by SunView Software


ChangeGear by SunView is a cloud-based enterprise-level IT help desk solution that helps businesses to track, manage and control IT services.

ChangeGear complies to ITIL standards and offers components for managing incidents, problems, changes and configurations. IT management processes are automated through this solution, so businesses can monitor their IT infrastructure, eliminate system downtime, track operational cost, ensure regulatory compliance, and ensure IT service delivery complying to the ITIL standard. Through a self-service portal, employees can submit incidents and track their progress. The solution allows users to customize settings like views, advanced automation, templates and visual workflows.

Using this solution, various automation rules including VIP ticket handling, ticket routing and SLA management and escalations can all be adjusted depending on new business rules or for balancing workloads. ChangeGear seamlessly integrates with email accounts, Active Directory and other third-party applications.

It is available on a monthly subscription basis that includes support via email.



25 Reviews of ChangeGear by SunView

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 25 reviews

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

August 2018

Change Gear - Please Don't Change

Change gear, although wasn't the prettiest, was essential to what our company required. Easy to use, appealing interface, fast. ChangeGear was loved by all because of it's functionality. I would say it was my favourite service management application.

Pros

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

Cons

Could be confusing for new users.
Not the best support

July 2018

Is from Centennial

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

does the job

Pros

I like the functionality. We used it for helpdesk and change management, worked great in both scenarios.

Cons

Not so sure about the ability to customize, if you have a need for it should look into it, nothing else that was a con in my opinion.

June 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

3 of 5

June 2018

Don't judge a book by its cover

Pros

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

Cons

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.

June 2018

Nicole from Alberta-Pacific Forest Industires

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Great Product and Great Customer Service

We are better able to manage our incidents, service requests and changes.

Pros

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.

Cons

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

April 2018

Jerry from INDS

Company Size: 201-500 employees

Review Source


Ease-of-use

2 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

3 of 5

April 2018

Network Administrator

We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.

Pros

Very customizable user interface. Work flows are easy to setup. Reports are easily generated and can be output in multiple forms.

Cons

The email handling module is highly flawed. There are many operational bug in the coding. The system is not very adaptable to be used for non-ITSM rolls.

March 2018

Mike from Water filtering company

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

Solid Product and Solid company. Great customer support sales and tech

Automation of a lot of routine task right out off the box. a better data tracking and reporting.

Pros

Everything: It's complete solution that can expand and grow with your organization. It starts with the basic solution and can evolve to enterprise level all in one system ( which way to much for our organization) We got the base held desk solution and I found the feature list is way beyond what we need.

Cons

Certain customizations you need to know what you're doing or you can do some damage. To hide some of the default forms I wasn't able to do it myself and needed assistance. as well as few other little mods required direct manipulation in XML files so you need someone who know where it is.

January 2018

Mike from Flexco

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2018

The account mgr, tech lead, and general support have all been good to work with and very responive

Stream lined access to various features. Good metrics that are easily obtained.

Pros

The flexibility of having the system do what we need while still adhering to ITIL. The Service Catalog, while some end users do not like it, the general opinion is positive and well received.

Cons

We have implemented some newer technology (specifically, VMWare SAML) and they have had some technical limitations in implementing. We are making progress and support/dev is working to solve the problem.

January 2018

Pam from Kennesaw State University

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2018

We would have insisted on initial vendor set-up, with one-on-one training for application management

Customer email notification and trending to forecast needs and change business processes. It also tracks what customers need more help with which has resulted in projecting future expectations.

Pros

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

Cons

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.

January 2018

Jean from Gainesville Regional Utilities

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

January 2018

We have just gone live with the product and things are going well. Report functionality is great.

All of IT work is in the same area from Project Management to daily incidents and service requests.

Pros

The Self Service Portal for the customers is great. Our customers are enjoying the ease of use. The creation of a ticket by email helps our customers that are out in the field daily.

Cons

Since we are still learning how to use the software in a production environment, we seem to be having issues with learning which screen is the best to use for seeing all work.

January 2018

Artim from Con Edison

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2018

Very good

Pros

Change Management System works very well and complies with all our needs. Reporting and filtering design is unique and very customizable.

Cons

CMDB functionality is lacking somewhat. You can manage who sees certain assets, but you cannot manage who sees specific fields in an asset.

January 2018

Teresa from Shentel

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

January 2018

Customizable, Competitive and Customer Friendly

Increased customer communication.

Pros

The Customization and flexibility of options available at a competitive price point.

Ability for users to submit their own tickets, monitor the progress and interact with technicians.

Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve, or guide you to a resolution.

Cons

User and Admin. manuals can lack information but since the system is so configurable I am not sure they would be able to account of every possibility.

More than 1 technician can be in the same ticket at the same time.

Modules do not always contain the same basic field options. Each module does have various module specific fields but it would be nice to have a standard set across all modules.

December 2017

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Our go to ITSM tool

We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool. This has helped us streamline our business processes around ticketing system

Pros

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

Cons

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.

December 2017

Terese from Lake County

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

ChangeGear is a very user friendly tool that makes ITSM simple!

Pros

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!

Cons

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.

December 2017

Aaron from Elevate

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Flexible software that will meet your needs quickly

Tracking of all Incidents, Requests, Problems, and Changes in our environments is easy to track and report upon. I'm able to take requests from our business and turn out solutions quickly and efficiently.

Pros

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

Cons

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.

December 2017

David from St. Mary's Medical Center

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.

Pros

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 our environment made the implementation process very smooth. The Sales team did a great job in meeting our financial needs as well as facilitating a smooth transition to the implementation team. The implementation team was quick to answer questions and ensure our initial setup/installment was flawless. The Professional Services Team has been informative and patient while configuring the application and teaching our technical lead. The Support Team has been courteous and diligent in making sure any issue is resolved quickly. Access to their Self Service Portal provides a multitude of knowledge base articles that allows me as a customer to resolve many of our issues by myself.

Cons

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.

October 2017

Duane from C-III

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

2 of 5

Functionality

1 of 5

October 2017

Countless problems

Pros

It has a comprehendible gui and its easy to navigate. The automatic ticket creator through email is great when it works.

Cons

Email connector service has broke at least 3 times and its currently been down for a week. Now we cannot close or edit tickets so its nearly impossible to track our work. I understand things go wrong but a down service should be resolved asap. It is frustrating and I do not recommend this software. The following error occurs when we open any ticket or click any ticket: ChangeGear has detected the following error.




ChangeGear could not process your request. Please re-login and try again.

February 2017

Jerry from INDS

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

1 of 5

Functionality

2 of 5

February 2017

Poor communication and not very good for customer facing applications.

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.

December 2016

Muhammad from Aegion Corporation

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2016

Our go to ITSM tool

We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.

October 2016

Ginetta from County of Marin

Company Size: 1,001-5,000 employees


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2016

ChangeGear is Customizable

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.

October 2016

Ben from Henny Penny

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2016

ChangeGear - Great Product Delivered by a Great Company

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.

Pros

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

Cons

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