Serviceaide ChangeGear Reviews & Product Details

It is very good at being an ITIL ticketing system. The functions are there for a fully featured system. Incident, Change, Problem, Request, etc. What it does it does well. It has a nice UI and it is good for NEW companies, coming from another ticketing system you will find it a pain for the app team to move. Review collected by and hosted on G2.com.

Authentication is awful. If you have customers with 365 Azure AD's you CANNOT use more than 1 SAML provider. So long story short is you cannot have more than ONE saml instance and you need to use their "AD Sync tool" to sync AD accounts to the change gear website. It does not seem like they are very MSP focused and we have had nothing but trouble with their PS department. Not only does the contract state "MSP" their techs don't seem to know much about it and just say the same thing over and over with no real solutions. Review collected by and hosted on G2.com.

ChangeGear contains every module to support an ITIL-based service management implementation. The software is mature and stable with many ways to customize the user experience and the way your team processes requests and incidents. Users can submit requests through an online portal, email, and mobile devices. The Sunview support engineers answer questions quickly when you need help. A graphical interface makes it very easy to set up customized workflows with notifications to users and the internal team. Sunview provides access to the database for additional reporting, which is especially helpful for trend reporting or if you're moving from another system and already have a reporting engine. The software integrates with Active Directory, making user setup easy and reliable. Review collected by and hosted on G2.com.

Documentation is not as complete as the varied methods for customization. The software interface has some limitations in terms of how quickly some customizations can be implemented. Luckily, the majority of customizations are built-in. Review collected by and hosted on G2.com.

Excellent User Interface, Flexibility, and Cost Review collected by and hosted on G2.com.

Documentation - Admin Guide does not provide sufficiently clear examples (ie. Establishing Lookup Lists for the addition of drop-down menus to a form) Review collected by and hosted on G2.com.

The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution. The ability to launch modules independently of one another so that you can bring up different parts of the software as you need them. Review collected by and hosted on G2.com.

User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility. More than 1 technician can be working on a ticket at the same time which causes concerns. Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial. Module processes/programming that exist in multiple modules does not always use the same names or functions which can cause confusion. Review collected by and hosted on G2.com.

The software has extreme flexibility to meet the needs of most businesses. In addition to "best practices from ITIL" out of the box, you can customize almost the entire process to meet your needs. Review collected by and hosted on G2.com.

Since the software has gone through several upgrades over the years, some of the backend configurations do not match (e.g. different variables). This makes customizing a little more tricky. That said...not much of a complaint and the next major version is supposed to address this. Review collected by and hosted on G2.com.

Out of the box prepackaged ITL workflow. Review collected by and hosted on G2.com.

The forms are dated in appearance for each Module. This is the one improvement I would recommend to SunView. Review collected by and hosted on G2.com.

we can now be standardized on policies and procedures. When we make a change, it needs approval and we can go back and look at the change. The cmdb feature allows us to keep track of our assets which was something we never did very well prior to Changegear. The piece we like is that we integrated our voice mail by sending the message to an email which opens a ticket. Review collected by and hosted on G2.com.

Wish it had some type of password service. That is a large bulk of our tickets. We've also had some issues with seeing tickets on smart devices. Wish it had the ability to tie into Active Directory and allow a user to fix their password issues which is our biggest issue. Review collected by and hosted on G2.com.

I like how flexible ChangeGear is when it comes to customizing it for your own organization's workflows and processes. Granted, it's ITL-compliant out of the box, so it has shed some light on failures of our own processes, but I see that as a good thing. Review collected by and hosted on G2.com.

The program can, at times, be too customization-dependent and will always request a dedicated resource to make changes to the system from time to time. It's not like any of our previous systems where you stand it up and go. Not every organization would view this as a dislike, but it can be too time-consuming for a smaller organization to make it work the way you want it to. There's a lot of fixes, tweaks, etc. that you can find out how to implement on their Support Knowledge Base that I wish were easier to implement than going through 15 step xml/js editing. Review collected by and hosted on G2.com.

Ease of use for our end users from a UI and workflow notifications. Review collected by and hosted on G2.com.

Not easy to administer the system, especially around updates and upgrades. Review collected by and hosted on G2.com.

It is very customizable and flexible in defining how your process works. Review collected by and hosted on G2.com.

Not very much user group/peer forums. Since this is so customizable it can be frustrating trying to figure out things. it is almost too complicated due to that flexibility. Review collected by and hosted on G2.com.