Serviceaide ChangeGear Reviews & Product Details

The flexibility of ticket ingress into the system. We can run multiple mail connectors to monitor a help desk, phishing reports, and info security mailboxes and dynamically assign them to the correct team. We also have a self service portal for end users to report issues and check status of their incidents. Review collected by and hosted on G2.com.

Some customization have to go the the development team. However, these are few and far between. The help desk staff is incredibly knowledgeable on the product and can assist with all sorts of workflow and BPA issues. Review collected by and hosted on G2.com.

The ticket flows are pretty good as well as how customizable the forms are. Review collected by and hosted on G2.com.

How you have to setup notifications could be better. We use tasks for some types of tickets that have things multiple teams work on, and we have not been able to figure out how to have it automate each team when the previous task has been completed. Review collected by and hosted on G2.com.

Change Gear has a very complete workflow/approvals functionality that makes it easy to track everything we need for our SOX 404 audits. Review collected by and hosted on G2.com.

For our organization, Change Gear is the right fit. Larger organizations might need more capabilities to manage resources or have integration for automating changes upon approval. Review collected by and hosted on G2.com.

ChangeGear Serviceaide gives us the flexibility to develop and maintain our own forms and workflows. Review collected by and hosted on G2.com.

While there are a number of canned reports within Serviceaide, we find it necessary to develop customized reports for compliance audits. This requires professional services engagements. Review collected by and hosted on G2.com.

ChangeGear has allowed the various business areas within our organization to communicate more effectively than before. Review collected by and hosted on G2.com.

I cannot think of any major dislikes about ChangeGear. Review collected by and hosted on G2.com.

It is easy to use. The features in Incident, Problem and Change Management are instrumental. There are fruitful features like flexible reporting and the most attractive one to me is the chat-bot capability where users can do "self-help" easily. Review collected by and hosted on G2.com.

Occasionally response times of some web pages are not meeting my expectation - looks like that is not guaranteed. Worse case we have to rebounce the server to regain the performance. Review collected by and hosted on G2.com.

The best feature about changeGear is that it is an AI-driven platform that helps make decisions quickly and reduce human dependencies. It helps our business to go faster through intelligent automation. I like managing service requests, which are also very fast and nicely designed to better user experience. I like the ChangeGear support that was better for me to guide the workflow creation without any coding. Overall it is perfect for any size organization. Review collected by and hosted on G2.com.

I don't have any bad experience with the Sunview ChanGear ITSM platform. Review collected by and hosted on G2.com.

The system is modular, which can help in rolling out ITIL functionality piecemeal. EVERYTHING is configurable and that lends well for organizations that have broad requirements. The system works well for something as simple as a helpdesk ticketing system, to full change management or service catalogs and beyond. ChangeGear was able to accommodate complicated workflows for service and change requests with approvals and different email templates.

While Sunview does offer a hosted solution, ChangeGear appears to be mostly deployed as an on-premise solution. This is helpful for organizations that have regulatory requirements. The on-premise solution is highly scalable using COTS solutions IIS and SQL Server. The solution can be deployed as an all-in-one server or in a multi-tier configuration with a backend, web, and database server and all of the scalability solutions that can be configured in SQL server and IIS.

The security options are much more granular than the SaaS solutions we considered. The role-based ACLs are very detailed and configurable. Custom ACLs can also be used to restrict or allow those inevitable custom employee roles that always seem to pop up. SAML auth was easily configured.

Support has been helpful and is able to resolve or at least direct to available solutions. The knowledge base is invaluable, most answers can be found with a little research. Review collected by and hosted on G2.com.

The system is somewhat clunky on the backend. There is a thick client interface that is used to manage most administrative settings, a separate thick client used for asset inventory management, and a front-end web interface. Sunview seems to be moving in a direction to eliminate the thick client administration tool but is nowhere close to replicating the same functionality in the web portal.

The biggest dislike with the system comes down to configuration. First, not all settings can be configured in the admin portal. Many settings are contained within XML files. These settings are often undocumented in the administration guide. Second, it takes an exorbitant amount of time to configure the system. For instance, setting up a form with 5 fields may take several hours because the database needs to be refreshed and IIS needs to be reset several times while configuring the form. Plus, if you run into an undocumented setting, a call to support would be required. Review collected by and hosted on G2.com.

I very much appreciate being able to go back and track old tickets, and also associate or link them to other tickets. It makes it very easy to do research and figure out issues by looking quickly into the past work we've done. Review collected by and hosted on G2.com.

Management of the program doesnt seem real intuitive. It's harder to find where settings are than I would expect. Definitely not impossible, but the layout of the management portion of the application just doesnt quite flow for me. However, the web based usual access 99% of us do is intuitive. Review collected by and hosted on G2.com.

Every time that I've needed to reach out for support for our ChangeGear installation, their support staff has been able to resolve my issue in a very timely manner. The information they provide for my issue is always relevant, and when needed they will connect in and dig deeper until the problem is solved. Review collected by and hosted on G2.com.

In the past, we had some brief issue with an upgrade process. But it was more due to our customization of the product, than a problem of the application itself. Review collected by and hosted on G2.com.