Sobre o ChangeGear

ChangeGear Service Desk is an ITSM solution offered by U.S. based vendor, SunView Software. Customers can opt for either SaaS or on-premises deployment, as well as user licenses that best fit their requirements: concurrent user licenses, named user licenses and unlimited requestor licenses.

ChangeGear Service Desk is designed for managers, team leaders, staff members, and other end users to streamline incident management, request management or problem management workflows. Managers can get better insights about team activities and staff members by using configurable workflows. The solution offers configurable reporting and dashboard features that provide complete visibility of processes within an organization.

ChangeGear Service Desk offers a service catalog and modules for problem management, change management, and incident management. These modules help IT organizations to manage essential processes based on ITIL best practices. Large organizations can also create their own customized modules for complex processes. In-built process module templates are also available for HR, procurement and project management that allow teams to quickly customize modules and implement processes in minimal time.

ChangeGear Service Desk’s other features include dynamic form creation, standard reporting, announcement calendar, daily activities prioritization and personalized workspaces. The solution also provides REST APIs that enable users to integrate the application with other directory services, systems monitoring tools, email system, and third party tools. ChangeGear Service Desk leverages various security features including AES encryption, single sign-on, and user authentication to offer a secure environment.

Principais benefícios do ChangeGear

• ChangeGear Service Desk offers a customizable dashboard for team leaders and managers to get insights about KPIs and real-time metrics that help in IT service activities management.

• The solution enables end-users to create a personalized workspace where they can access tasks or track, plan and prioritize daily activities.

• ChangeGear Service Desk offers process modules with in-built forms, workflows, SLA management, notifications, and reporting features that help different users handle service requests efficiently.

• The application integrates with existing infrastructure and other business applications by using various delivery options including web service APIs, file integration services, email connector, and form configuration.

• Auditing and logging features provide better security by creating a log of all the edits made to system tickets and displays information about the user who made the last edit.

Dispositivos

Porte da empresa

P M G

Mercados

Canadá, Estados Unidos

Idiomas

inglês

Imagens

Customizable dashboard
Workspace for users
View all open tickets on a single screen
Active incidents tracking
Search functionality to access knowledge base and request help
Ver mais 6
ChangeGear - Vídeo
Captura de tela do ChangeGear: Customizable dashboard Captura de tela do ChangeGear: Workspace for users Captura de tela do ChangeGear: View all open tickets on a single screen Captura de tela do ChangeGear: Active incidents tracking Captura de tela do ChangeGear: Search functionality to access knowledge base and request help

Recursos

Total de recursos do ChangeGear: 87

  • API
  • Acesso para Celular
  • Acompanhamento de atividades
  • Agendamento de problemas
  • Alertas/notificações
  • Alertas/transferência
  • Análise de dados em tempo real
  • Armazenamento de documentos
  • Auditoria de problemas
  • Campos personalizáveis
  • Catálogo de serviço
  • Comunicação multicanal
  • Configuration Management Database (CMDB)
  • Configuração do fluxo de trabalho
  • Controle do progresso de tarefas
  • Criação de diagramas
  • Criação de painel
  • Descoberta automática de dispositivos
  • Ferramentas de colaboração
  • Fluxo de trabalho de aprovações
  • Formulários personalizáveis
  • Geração de relatórios de atendimento
  • Gerenciamento de aplicativos
  • Gerenciamento de configuração
  • Gerenciamento de e-mails
  • Gerenciamento de tickets de suporte
  • Gestão da base de conhecimento
  • Gestão da disponibilidade
  • Gestão da manutenção
  • Gestão de aquisições
  • Gestão de atividades
  • Gestão de ativos de TI
  • Gestão de atribuições
  • Gestão de auditorias
  • Gestão de capacidades
  • Gestão de capacitação
  • Gestão de conformidade
  • Gestão de contratos e licenças
  • Gestão de estoques
  • Gestão de formulários
  • Gestão de fornecedores
  • Gestão de incidentes
  • Gestão de lançamento
  • Gestão de licenças
  • Gestão de mudanças
  • Gestão de pesquisas/enquetes
  • Gestão de problemas
  • Gestão de projetos
  • Gestão de requerimentos
  • Gestão de tarefas
  • Gestão de tíquetes
  • Gestão do SLA (acordo do nível de serviço)
  • Gestão do conhecimento
  • Gestão do fluxo de trabalho
  • Gestão do impacto
  • Imagem de marca personalizável
  • Incorporação de funcionários
  • Integração de redes sociais
  • Integrações de terceiros
  • Logon único
  • Macros e modelos de respostas
  • Mapeamento de relacionamentos
  • Mensagens de SMS
  • Monitoramento do desempenho
  • Painel
  • Painel de atividades
  • Pesquisa e filtro
  • Planejamento de mudanças
  • Planejamento de tarefas
  • Portal de autoatendimento
  • Portal para funcionários
  • Priorização
  • Problemas recorrentes
  • Rastreamento de Mudanças
  • Rastreamento de conformidade
  • Rastreamento de interações
  • Rastreamento de interações
  • Rastreamento de recursos
  • Rastreamento de tíquetes de suporte
  • Rastreamento do custo
  • Registro de auditoria
  • Relatório de historiais
  • Relatórios e análise de dados
  • Roteamento automático
  • Segurança de SSL
  • Supervisão de rede
  • Visualização de dados

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Freshservice

4,5
#2 alternativa ao ChangeGear
O Freshservice é uma central de serviços ITIL online com recursos de emissão de tíquetes e gestão de ativos, além de...

BOSSDesk

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#3 alternativa ao ChangeGear
BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and...

HarmonyPSA

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O HarmonyPSA é compatível com todo o ciclo de vida do negócio, desde a geração de leads até a renovação de contratos....

Avaliações

Classificação geral

4 /5
(50)
Relação qualidade/preço
4/5
Recursos
3,9/5
Praticidade
3,9/5
Suporte ao cliente
4/5

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Exibindo 5 avaliações de 50
David G.
Classificação geral
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Avaliado em 20/12/2017

Our Change Management process was over-hauled and we now have the tools in place to track/manage...

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.

Vantagens

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.

Desvantagens

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.

Charles R.
Classificação geral
  • Setor: Administração pública
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Daily User Review

Avaliado em 29/03/2019

Overall, we are extremely pleased with the software. The support staff and professional services...

Overall, we are extremely pleased with the software. The support staff and professional services are always on top of their game. When there is a problem, follow-up is quick and resolution comes shortly afterwards. Highly professional across the board. If you meet them at a conference, they are pleasant to work with on your issues and always open to suggestions. It's nice to know that there is a good team behind the product.

Vantagens

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.

Desvantagens

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.

Avaliador Verificado
Classificação geral
  • Setor: Administração pública
  • Porte da empresa: 5.001-10.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

change gear ticketing system

Avaliado em 24/02/2021

goof

goof

Vantagens

easy to understand the flow and good in getting alerts and notifications .very good as a ticketing system

Desvantagens

upgrade from 6 to 8 6 is 32 bit and 8 is 64 bit move to 7 and then 8

Laetitia N.
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 10.000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

Functionality

Avaliado em 05/12/2019

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We...

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.

Vantagens

Compared to other ITSM tool, ChangeGear very cost-effective. The licensing model is flexible and can scale easily. We selected the combine both the single user and site license option and this work great for our It team of 300+ users.

The platform aligns with the ITIL framework so integrating the tool with our ITIL processes (Change, Incident, Problem Management, Service Request fulfillment, etc ) did not require any customization.

Desvantagens

The Task functionality can be improved. We are experiencing some barriers with reporting of tasks.
The other challenge is that we can only apply 1 SLA to tickets ( for example, we can only apply the Response Time SLA OR Resolution Time to incident tickets. Not both)

Jonathan A.
Classificação geral
  • Setor: Manutenção predial
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

ChangeGear Product Review

Avaliado em 26/04/2019

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC,...

We use ChangeGear for the primarily application within our Business Technology group (IR, RFC, CMDB). Since having a stable and very utilized product within BT, we have started to development the application for various other business units around the organization. Overall, ChangeGear has been a great tool for NWE and we plan on growing the use of the application in the future.

Vantagens

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

Desvantagens

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.

Exibindo 5 avaliações de 50 Leia todas as avaliações

Perguntas frequentes sobre o ChangeGear

Abaixo estão algumas perguntas frequentes sobre o ChangeGear.

O ChangeGear oferece os seguintes planos de pagamento:

  • A partir de:
  • Modelo de preços: Assinatura
  • Teste Grátis: Não disponível

For subscription: Pricing starts from $46 /user/month (billed annually). For one-time pricing: $9,995.00/one-time.

Não temos informações sobre os recursos do ChangeGear.

Os clientes habituais do ChangeGear são:

51-200, 201-500, 501-1.000, 1.001+

O ChangeGear está nos seguintes idiomas:

inglês

O ChangeGear é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O ChangeGear se integra com os seguintes aplicativos:

BellaDati, Callture, Jira, Microsoft SharePoint, Network Performance Monitor

O ChangeGear oferece as seguintes opções de suporte:

Email/Help Desk, FAQs/Fórum, Base de conhecimento, Suporte por telefone, Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para ChangeGear.