ChangeGear Reviews

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.

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.

There is plenty out-of-the-box forms that follow ITIL standards which made it helpful for our organization to jump start into it. The simple end-user front-end, the Self Service Portal, makes users feel comfortable with entering requests without the need to look over complicated. We have had no complaints from our end users about the product. It is very "easy on the eyes" with a clear and precise web interface for our service desk technicians. The knowledge base along with the smart technology makes it easy for technicians to find resolutions much quicker than in the past.

Customization can be a challenge. Creating forms is rather clumsy and if you make a mistake, it takes some time to correct it. Updating from one version to another is also challenging since it is an update in place and not a migration. There is a roadmap where this will be updated in a future release of ChangeGear.

Great, easy to use tool that provides customization capabilities to fit almost any business need.

Transport structure and method between environments (DEV, TST, PRD). OID's and other configuration seem to get misaligned which causes the testing team to always have to perform thorough testing, even with the most simple changes.

ITIL format... that has came handy for us. Service Request to problem Solving to RFC part is nice.
Customization is nice as well.

Learning curve.. It requires dedication and set up. Probably better to have the vendor set it up for you.
Also software is latent so difficult to use in a high speed work environment.

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

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.

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

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

I can configure everything in the change management system from the GUI to the backend workflows. Change gear is by far one of the most stable out of the box experiences i have come across.

The reporting could be a little more detailed out of the box to make compliance easier to manage. although Sunview provided us with a SSRS plugin to give us the details we need to meet our compliance requirements.

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

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.

This software solution hits all of the marks in regard to product offering and meeting the needs of the business process. The solution has a wealth of functionality and can be easily tailored to fit any organizational business process as it relates to change management. It is very easy for the business to use while ensuring that it provided enough content to support an established change management process.

The least favorable aspect to this solution is its complexity. The complexity is enough to customize the solution to a wide range of needs for change management. However, the customization can be a tedious task that may desire for one to obtain more from the solution. And the solution can provide more is that is what you choose.

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

Could be confusing for new users.
Not the best support

The ChangeGear software is feature-rich with all the modules necessary to create an ITIL based service management process. Easy to configure ticket workflow with notifications. Customizable data entry screens. Customizable (everything in this system can be customized from the interface to the database) reports and dashboards.

The software interface is somewhat dated and hierarchical.