SunView ChangeGear Reviews

Change Gear has a very complete workflow/approvals functionality that makes it easy to track everything we need for our SOX 404 audits.

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.

Change gear is our primary tool to track audit related changes to systems and personnel.

ChangeGear has allowed the various business areas within our organization to communicate more effectively than before.

I cannot think of any major dislikes about ChangeGear.

ChangeGear is solving the problem of incident management between various business departments.

The flexibility of the product. The business can have a request and we can have it designed and in production in less than 24 hours with no coding and no special training.

Depending on how the product is set up and used it can become expensive as more and more users use it.

We use it to track many critical deployment processes in our business.

ChangeGear Serviceaide gives us the flexibility to develop and maintain our own forms and workflows.

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.

We use Serviceaide to address change management and service request workflows. This allowes us to provide these services to our users on a single, familiar platform instead of using multiple products.

Changegear is a full-feature service desk. I like the ability to make customizations and the flexibility to make the product work for our environment. The Support services are excellent and swift to respond. Changegear made it easy for us to migrate from Zendesk to Changegear.

Thanks

Mike

The only downside is administering the hosted solution via a desktop client. I know this is on a roadmap to migrate all of the admin functions to the web, but this can be tedious to move back and forth when making admin edits.

Changegear allows us to consolidate our Incident tickets to a Problem and then to a Change Management if required. We like the ability to have these functions linked in one location so its all in one location.

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.

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.

ChanelgeGear is a massive improvement in our environment. Ticketing and asset management were previously handle through SharePoint which was slow and clunky. Help desk staff would have to watch a shared mailbox to see tickets. Our ticket creation process is now fully automated increasing the numbers of tickets we catch.

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.

I don't have any bad experience with the Sunview ChanGear ITSM platform.

It is the best IT service management software for the end-user experience. Easy to use AI automation platform that helps to make decisions quickly and reduce human dependencies. It is easy to use and customize with drag and drop features that maintain an end-to-end process. It helps our business to go faster through intelligent automation. Managing request service is also speedy and nicely designed for a better user experience. Its dashboard helps to track KPIs and metrics.

It is a powerful and effective tool that helps us to manage IT tickets, configure modules with great reporting. It is easy to deploy and easy to configure with providing great customer service and support. SunView ChangeGear is an intuitive & robust ITSM application system that perfectly meets the needs of our company.

There is nothing I have found which forces me to dislike it.

SunView tool helps us to quickly customize the process or manage tickets. It also provides great customer support which is very responsive to assist with any issues and resolves them very quickly.

ExcellentUser Interface, Flexibility, and Cost

Documentation - Admin Guide does not provide sufficiently clear examples (ie. Establishing Lookup Lists for the addition of drop-down menus to a form)

Ensure that SLA's are clearly defined and understood.

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

- General User Community Satisfaction

- Asset Management (CMDB)

Every time that I've needed to reach out for support for out ChangeGear installtion, 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.

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.

Support staff is great. Product can be used in many different methods to meet your needs.

We use the product for Incident response management as well as Change management.

the tool allows the entire support staff to be on the same page and give us the opportunity to maximize how effectively we provide support to our end users.