SunView ChangeGear Reviews & Product Details

SunView ChangeGear Overview

What is SunView ChangeGear?

SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization.

SunView ChangeGear Details
Languages Supported
English, French, Spanish
Product Description

SunView ChangeGear is a fully-integrated Service Desk Platform with powerful features and affordable pricing built to meet all of your IT service management needs.

How do you position yourself against your competitors?

ChangeGear is fast to implement and less costly to manage. It delivers a complete ITSM platform with an intuitive user interface that's easy to navigate. Our goal is to keep end-users happy with self-service capabilities that promote engagement and reduce workload for help desk staff. Why spend more for added complexity, long deployment cycles and inflexible licensing? ChangeGear offers more for less!


Seller Details
Seller
SunView Software, Inc.
Year Founded
2003
HQ Location
Tampa, FL
Twitter
@SunViewSoftware
1,278 Twitter followers
LinkedIn® Page
www.linkedin.com
52 employees on LinkedIn®

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SunView ChangeGear Reviews

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Senior Software Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

ChangeGear contiene todos los módulos para apoyar una implementación de gestión de servicios basada en ITIL. La aplicación es realmente estable y madura con numerosas formas de personalizar la experiencia del usuario, así como la forma en que su equipo procesa las solicitudes e incidentes. Los usuarios pueden enviar solicitudes a través de un portal de Internet, dispositivos móviles y correo electrónico. Los ingenieros de soporte de Sunview responden rápidamente a las preguntas cuando se necesita ayuda. Una interfaz gráfica facilita enormemente la configuración de flujos de trabajo personalizados con notificaciones tanto a los usuarios como al equipo interno. Review collected by and hosted on G2.com.

What do you dislike?

La documentación no está tan terminada como los variados métodos de personalización. La interfaz del software tiene en realidad alguna limitación en cuanto a la rapidez con la que se pueden implementar algunas personalizaciones. Afortunadamente, la mayoría de las personalizaciones están incorporadas. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

En caso de que estés tratando de encontrar una solución sobresaliente para el servicio de atención al cliente que mejore la eficiencia de la tuya, elige ChangeGear. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Nuestra empresa implementó ChangeGear para obtener el control del centro de atención al cliente y del proceso de administración de cambios. Hemos estado en posición de cuantificar la carga de trabajo de la nuestra. Hemos estado en posición de documentar nuestro proceso de cambio para los auditores. Hemos estado en posición de mostrar a los clientes el trabajo que hemos realizado en nombre de los suyos. Review collected by and hosted on G2.com.

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Supervisor of Technical Support
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like that the support team seems to be really trying to help instead of only response being to purchase more hours even if I have hours already... I know I will like the app once I figure out how to configure to work with our setup. ;-) Review collected by and hosted on G2.com.

What do you dislike?

I like and dislike the complexity. I wish there were actual training courses on how to handle the back end instead of needing a system administrator degree of some sort to edit simple things...but I do like that it is so "changeable", flexible to any situation.

Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have someone knowledgeable with database and html be the one that his in charge of it... until they get better training options...

Otherwise, it does so much more than you can imagine. ;-) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Biggest benefit is ease of use on the user end side and we have seen an increase in tickets compared to phone calls due to the ease and availability at any time. Review collected by and hosted on G2.com.

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Open Discussions in SunView ChangeGear
Sr Solutions Architect
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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 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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We used to use the service desk from Manage Engine, specifically the MSP version. It was very limited and the MSP version was last to be updated. Not only that they ran the entire thing on java and there were multiple vulnerabilities with it. We solved our messy ticketing and change process with ChangeGear and it's much more robust feature set. Review collected by and hosted on G2.com.

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Vice President - Service Desk
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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 requestd 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 setup 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.

What do you dislike?

Documentation is not as complete as the varied methods for customization.

The software interface is has some limitation 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.

What problems are you solving with the product? What benefits have you realized?

Our company implemented ChangeGear to get control over the service desk and change management process. We have been able to quantify our workload, We have been able to document our change process for the auditors. We have been able to show customers what work we've undertaken on their behalf. Using surveys we have been able to give our customers a voice in the support process. Review collected by and hosted on G2.com.

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AT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

Ensure that SLA's are clearly defined and understood. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- RFC Process Workflow much improved as compared to it predecessor.

- General User Community Satisfaction

- Asset Management (CMDB) Review collected by and hosted on G2.com.

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IT Business Analyst
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Before implementing invest time in documenting your current processes and outlining your wants and needs required of a new system. . If possible spend time in a ChangeGear Sandbox before implementing your system and be sure to outline as a company your expectations for the administration of the system. We are just starting Phase 1 of our implementation. We determine launching the product modules in phases would be the most beneficial to our needs.

During our Phase 2 of implementing the Project Module we learned that its a good idea to have the DEV and PROD environments in sync and to try to restore the DEV from the backups. This would have been helpful to us when we ran into an issue with a release in production and had an issue restoring from the backups. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Improved communication with our customers.

Developing the Change Module is assisting us in tracking, monitoring and creating an internal structure for requests.

In 2018 began using the Project Module to track projects that will run through IT. Inside the Project Module you can create and link Incident and Change Tickets to the project to keep track of activity. Review collected by and hosted on G2.com.

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Systems Administrator
Mining & Metals
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

I highly recommend this product. After implementing and utilizing several other products over the years, this one has some of the best customer support and options. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have streamlined our Helpdesk using the various modules. The greatest benefit so far has been with our DevOps team. They now have a set of workflows that they can coincide with incidents and requests to meet my end users needs. Review collected by and hosted on G2.com.

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AH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

The product is reasonalby priced and is highly competitive with what is offered at a fraction of the cost for ServiceNow. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Change Management has improved our overall communication and review of upcoming and past Change. Our customer can now view the progress of their IT request and scheduled downtime.via Self Service Portal. Review collected by and hosted on G2.com.

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Director Of Information Systems
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

highly recommend this product and always do. We have been customers for a number of years. We are also on a gold client board which meets to offer suggestions. We have had changegear in our office at times to discuss and I believe they take all of our recommendations to heart. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have a better handle on inventory. We have a better handle on Change Management. We also have a better handle on notifications. Whenever there is a problem ticket created, we have it sent to the IS team. Communication has been greatly improved. When we escalate, we can send out notifications to the whole company or certain departments. We have been early adopters. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Be sure to dedicate a resource to managing and maintaining the software. With our previous ticketing systems, we were able to get away with everyone playing a little bit and everyone knowing certain bits and pieces, but you absolutely need a dedicated SME with this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ChangeGear has made our standard processes, such as Change Management and Service Request, a lot smoother than ever before. Our old ticketing system didn't have separate modules for these, so while we have processes to differentiate these as different "requests", our help desk software didn't so we had to do weird workaround such as prefixes in the ticket title, yucky templates, etc. I believe that after this program has matured in our environment for a few more months that it will be a great asset to our organization. Review collected by and hosted on G2.com.

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IT Business Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

We are using CG to run our IT Help Desk tickets as well as the Project Management module for our Business Analyst group. This is allowing us to better track issues and projects in one location. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

Dedicate resources to defining needs/processes and implementing and maintaining this product. It's not really something successfully done doing it in between other things. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

replaces really old ticketing system and allows us to implement standardized change management process. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The many modules they support and their service. Review collected by and hosted on G2.com.

What do you dislike?

The additional workflows needed for the modules Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Implement the full Life Cycle Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Risk Assessment with our Change Management processes. Review collected by and hosted on G2.com.

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Security and Compliance Manager
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The software is extremely customizable and has a workflow that makes this solution hands-off and self-sufficient. Review collected by and hosted on G2.com.

What do you dislike?

There have been some areas that can be a bit more 'secured' from changes. One particular situation allows for an RFC to be changed even after approved. This type of change should not be allowed Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This product hits all of the marks when considering a Change Management solution. It is very easy for end users to use this product as well. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Change Management within out IT and Web presence. Review collected by and hosted on G2.com.

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AF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The dashboard is relatively easy to manage for new and existing changes. There are multiple ways to create changes and track those changes. Review collected by and hosted on G2.com.

What do you dislike?

There's a 100MB limit on attachments! I also wish the implementation tab was easier to use. The less windows that open to add a statement or step, the better! There was an issue during renewal that required us to import the license again. The only other issue is chrome support seems to be low as IE seems to work the best between the two (I have not tried FireFox yet) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're solving our change management tracking objectives with ChangeGear. It's helping us track changes or potential issues as related to changes in time. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Many pieces of ChangeGear are customizable which is great Review collected by and hosted on G2.com.

What do you dislike?

The backend is too complicated. For me to learn this I literally have to treat it like a course. If I don't know how to do it and its not entirely clear in the documentation then I have to contact support. On top of that support likes to help you with telling you how to do certain things but don't expect them to get on a call with you to help you right away. A call with support has to be scheduled which can be a HUGE inconvenience. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend to them that if they are going to be an admin to prepare for this as if they are learning a new important piece of software. They are going to have to read practice, contact support and attend training to fully understand and handle the product on their own. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have the ability to customize forms and workflows which is critical for our incoming new ticketing system implementation. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Easy to integrate into a helpdesk email to ease user experience and have users start creating tickets without them even knowing. Review collected by and hosted on G2.com.

What do you dislike?

haven't figured out a way to hold tickets temporarily Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you build out all of your internal classifications / incident types in the initial build out phase, it will get overlooked once implementation and rollout is completely done. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Preventing techs from butting heads working on the same issue with no way of tracking resolution Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The account management has evolved and improves greatly in the past year. The product is very customizable, largely without coding. Accessible product development team to established customers. Review collected by and hosted on G2.com.

What do you dislike?

Services are hit or miss, largely based on the assigned engineer. Marketing has historically over promised on features functionality and release dates and under delivered. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Very strong service management stack. We are also using to support functional business process areas like HR, payroll, and marketing. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like that the change control system allows us to keep track of changes to our environment. Review collected by and hosted on G2.com.

What do you dislike?

I'm not sure I like the on-prem build of ChangeGear. I would be interested in a SaaS based solution. Direct integration to Salesforce would be nice as well. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Dedicate someone to "own" the implementation and management of the system, instead of trying to add it on as an extra project for someone. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Change Control Management Review collected by and hosted on G2.com.

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Help Desk Supervisor
Hospital & Health Care
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Customization and ease of use. I was able to use the customization tools within ChangeGear to create my own workflow for each level of incidents. The Dashboard provides an easy and quick view of everything that is going on in our environment. Review collected by and hosted on G2.com.

What do you dislike?

No option for Widget customization. I use the Activity widget more than anything and find myself having to reset everything if I leave the page. I have entered an enhancement request so hopefully this will be resolved soon. It is not a deal breaker by any means and a simple work-around is opening a new tab with the other modules listed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend making sure all your license needs are met. When discussing licensing make sure you discuss in detail exactly what you are paying for. I would also recommend attempting to get a hands on type access to the admin console because you cannot do this with the demos and videos. Be open with your need because their sales team are exceptional in finding what ChangeGear can do for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ChangeGear has allowed us to implement a solid change management process along with solid reporting for service requests, incident management and problem management. The Project Module allows to track internal projects and keep all incidents/changes/issues tied together in a single application. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The ability to close multiple tickets at the same time. Review collected by and hosted on G2.com.

What do you dislike?

I wish I could combine service requests, incidents, and tasks in a view that is easier to work with. I don't like the modules on the dashboard because I can't perform searches as well. There is also a delay when typing that is annoying sometimes and when I save a ticket, sometimes everything I typed disappears. Another thing I don't like is when ChangeGear is updated, many of ticket type have to be modified every time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using ChangeGear for service and incident tickets, change requests, inventory management, etc. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

ChangeGear is easy to navigate and the views can be customizable very easily. I would recommend this to everyone - or at least try it before making your decision. Review collected by and hosted on G2.com.

What do you dislike?

i would like to see the user portal be more customizable, like add blinking notices and/or make the notices stand out. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try it! you'll see the difference Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Engineering firm Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

How easy it is to use and get used to. You can navigate through ChangeGear easily, and the integration of my workplaces directory of employees saves a lot of time. Review collected by and hosted on G2.com.

What do you dislike?

Often times doing anything in ChangeGear is not quick, there's a lot of lag. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Computer/Technology problems within a HealthCare facility Review collected by and hosted on G2.com.

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Application Administrator
Financial Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The flexibility that ChangeGear offers allows us to quickly adapt to any demands that our business requires. We're able to increase efficiency of our current processes with each release. In each of their releases, we're seeing additional features being added. Those features are often utilized in our environment quickly, as we're seeing immediate improvement in our processes.

The support really is the best, as they will go the extra mile to help you troubleshoot and resolve any issue in your environment. They are resourceful and knowledgeable enough about the product to quickly determine the root cause of an issue, and guide you on correcting it.

Review collected by and hosted on G2.com.

What do you dislike?

There are items that are difficult to customize or require professional services for something that should be simple, but this is changing as the product matures.

The forms are often clunky and require a lot of work to streamline to make the end user experience better. You can streamline the forms, but it takes a lot of effort to do so. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The product has the potential to serve a number of vertical markets well with its flexible workflows and forms. There is nothing that I've seen that ChangeGear isn't able to do. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're able to give customers more detailed information about the status of their issue, as well as identifying possible widespread issues in a timely manner. With ChangeGear we are able to keep track of Major Incidents, Change Requests that allow us better transparency as to what is going into our production environment. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

ChangeGear provides a package of services that completely cover our ITSM needs and is fully compliant with the ITIL framework. The product is also very flexible and can be adapted to the client's needs easily. Usually by the client with included tools. Review collected by and hosted on G2.com.

What do you dislike?

The user interface on the backend configuration is not quite as user-friendly as the front-facing interface. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is an excellent choice for a one-stop solution for Service Management. They have a lot of additional add-ons and features so it is helpful to know what you want before the start of the purchasing process. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ChangeGear has streamlined our workflows and allowed us to add documented approvals to our workflow. It also provides us with excellent search capabilities and reporting. Review collected by and hosted on G2.com.

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