5 out of 5.0, Reviewed Sep 26, 2016
The company was already using ChangeGear when I arrived about 9 years ago but the setup and configuration were not what it should have been. When the software became my responsibility I worked with Sunview and developed our system to meet our needs. In the time since we have been very pleased with the system. In the last year or two , for due diligence, we researched other products and vendors and decided to stay with Sunview.
The system is very configurable so take the time to look at your processes and configure it to meet your needs. A little time up front will provide you with a system that will continue to perform for you in the years to come.
Once you have the system setup for your needs then the change control and approval process is very easy to manage including multi-level approves process and user/management/stakeholder notifications.
As with any product, there are going to be things that you wish were different but for now it does meet our needs. A new version is due out shortly and I look forward to the improvements that it contains.
ChangeGear has been very stable, in the years that we have been using the product we have only had to contact support a few times and they were very responsive in a timely manner.
5 out of 5.0, Reviewed Aug 29, 2016
Sunview was extremely easy to work with from the time we selected them as our vendor of choice to deployment into production. The ChangeGear product is easy to customize and configure. It was well recieved by our users who found it easy to create and manage change tickets. There were a couple minor issues post production that tech support quickly addressed and resolve. Overall a great experience. I highly recommend Sunview and the ChangeGear product.
Spend 80% in understanding your business and customer's needs, requirements documentation and system design and 20% in implementation. Your users/customers will love you for it.
ChangeGear is a very flexible product and very configurable. Overall the design tools are easy to work with.
While the product is easy to customize and work with, there are a couple of areas that are not so intuitive.
Nothing really, they were great to work with.
Not wait so long to acquire a system designed specifically for change management.
Only had a couple of issues that required support; they were pretty responsive in getting them resolved.
5 out of 5.0, Reviewed Aug 22, 2016
Strong consulting focus. Down-to-earth company, responsive to needs yet sporting a product that is mature in regard to technology. Adaptable product line based on standard technology set offering complete ITSM experience.
Make this project your #1 priority and partner with Sunview to lean on their expertise - especially related to ITIL and standardization of processes.
Ease of use and great UI
Cloud version has some limited manageability issues.
Better training and documentation on "Cloud" version vs on-premise.
Dedicate more resources to drive internal adoption. Use a dedicated project manager internally to lead project. Dare to tell others no for competing for priorities to ensure project success.
Support arm of company does a good job but has growing pains due to quick growth. Support of the Cloud version is not equally supported with the traditional on-premise architecture.
Fantastic approach to integration and deployment utilizing consultants that only have project-based focuses and are not pulled into day-to-day operational issues.
5 out of 5.0, Reviewed Aug 17, 2016
Customer and technical support is very good.
Consider multiple vendors and pick the one that best fits your current and future needs.
Navigating thru the system is intuitive.
If not sized properly, it can be very slow.
Provide incentives to customers to beta test new releases, such as training vouchers or discounted maintenance fees.
Nothing that I can think of.
The product does the job. Creates and tracks tickets flawlessly.
Overall, service and support is much better than other software vendors.
Overall, I am very pleased with the deployment of the system.
4 out of 5.0, Reviewed Aug 12, 2016
The product has worked well. Any issues that we have had solved quickly.
Schedule enough time for customization.
The workflow is great and well thought out. Easily customized to the need of the company.
I have to reset my fields everytime that I log on and the Admin Portal still take about 5 minutes to start.
Can't think of anything.
If were starting over we would schedule more time for the customization to ensure it gets done correctly.
Serves all our needs
They always respond and are proficient at fixing any issue that we may have.
4 out of 5.0, Reviewed Jul 19, 2016
ChangeGear is highly configurable and easy for the end-user. Management can get a bit complicated, however. Creating new forms and workflows can take some time, depending on how complicated they need to be. From the user's perspective, it just works when it's configured correctly.
Make sure you define what you're going to do with the system before implementation. The most critical part would be having flowcharts that define, as clearly as possible, what happens to incidents when they come in to the system and how they are routed.
Ease of use for the end-user is the best thing about the application. When everything is configured and the workflows are properly defined, we get a high number of compliments from users on how easy ChangeGear makes things.
The sheer amount of configurability can be overwhelming if you don't have a clear picture of what you want to accomplish.
I wish the vendor had a cleaner interface for defining workflows, or at least something that could be tweaked from the web interface instead of a separate application. The web interface is supposed to be coming in the future, but it would be nice to have now.
From a software standpoint, I don't think we would do anything different, but on the implementation side, we would make sure we better understood what our workflows would be.
Highly configurable system and plenty of integration points with other applications.
We are particularly fond of the ability to kick off external processes in response to events in the system. We also really like how the intergration with BOMGAR functions.
5 out of 5.0, Reviewed Jul 13, 2016
I've been a customer of SunView for many years. This implementation was moving the solution from on premise to the cloud. Overall, the ChangeGear solution fits our needs quite well. Implementation was smooth and painless. I appreciate working with such a friendly and professional team!
Ensure your ChangeGear administrator is well trained.
Ease of use for end users.
I am old fashioned and like speaking to someone for technical support and the automated support model frustrates me occasionally.
Pulling reports that meet my leaderships needs have come with some challenges.
5 out of 5.0, Reviewed Jun 28, 2016
Product has been reliable for our Change/Problem management ticketing system. Implementation went in seamless.
Install all modules at one time.
Not all fields are reportable out of the box.
Handling of customer problem tickets.
Purchased the problem module the same time we implemented the change module.
5 out of 5.0, Reviewed Jun 21, 2016
Product was intuitive. Happy with the support that was provided during the analysis and implementation phase.
Define your requirements well so you can fully utilise the functionality of the product.
Intuitive. Easy to Use. Rich functionality. Strong integration feature. Search functionality (wiki like).
Analyze how we can optimize the strong integration feature of the product.
1 of 1 peer(s) found this review helpful.
3 out of 5.0, Reviewed May 19, 2016
Average, there is need to better customization for reports & user roles.
Reporting is not user-friendly.
Web-based tool so no need to install locally.
Customization as per needs is difficult.
Better user guide.
Change the tool.