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4.6 out of 5.0 (16 ratings)

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We have aggregated ratings data on Sunview Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): ChangeGear

    ChangeGear provides the features and flexibility to meet our current and future needs

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    ChangeGear is a very flexible product and very configurable. Overall the design tools are easy to work with.

    What do you dislike most about the product?

    While the product is easy to customize and work with, there are a couple of areas that are not so intuitive.

    What one thing do you wish the vendor did differently?

    Nothing really, they were great to work with.

    If you could start over, what would your organization do differently?

    Not wait so long to acquire a system designed specifically for change management.

    Service & support - overall comment

    Only had a couple of issues that required support; they were pretty responsive in getting them resolved.


  • 5 out of 5.0, Reviewed

    Product(s): ChangeGear

    Ease of use only surpassed by willingness of vendor to adapt as needed.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Make this project your #1 priority and partner with Sunview to lean on their expertise - especially related to ITIL and standardization of processes.

    What do you like most about the product or service?

    Ease of use and great UI

    What do you dislike most about the product?

    Cloud version has some limited manageability issues.

    What one thing do you wish the vendor did differently?

    Better training and documentation on "Cloud" version vs on-premise.

    If you could start over, what would your organization do differently?

    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.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    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

    Product(s): ChangeGear

    The F-150 of Help Desk software -- appropriately sized with the right tools for the job.

    Overall Comment

    Customer and technical support is very good.

    What one piece of advice would you give other prospective customers?

    Consider multiple vendors and pick the one that best fits your current and future needs.

    What do you like most about the product or service?

    Navigating thru the system is intuitive.

    What do you dislike most about the product?

    If not sized properly, it can be very slow.

    What one thing do you wish the vendor did differently?

    Provide incentives to customers to beta test new releases, such as training vouchers or discounted maintenance fees.

    If you could start over, what would your organization do differently?

    Nothing that I can think of.

    Product capabilities - overall comment

    The product does the job. Creates and tracks tickets flawlessly.

    Service & support - overall comment

    Overall, service and support is much better than other software vendors.

    Integration & Deployment - Overall comment

    Overall, I am very pleased with the deployment of the system.


  • 4 out of 5.0, Reviewed

    Product(s): ChangeGear

    Product works well and customer service is great.

    Overall Comment

    The product has worked well. Any issues that we have had solved quickly.

    What one piece of advice would you give other prospective customers?

    Schedule enough time for customization.

    What do you like most about the product or service?

    The workflow is great and well thought out. Easily customized to the need of the company.

    What do you dislike most about the product?

    I have to reset my fields everytime that I log on and the Admin Portal still take about 5 minutes to start.

    What one thing do you wish the vendor did differently?

    Can't think of anything.

    If you could start over, what would your organization do differently?

    If were starting over we would schedule more time for the customization to ensure it gets done correctly.

    Product capabilities - overall comment

    Serves all our needs

    Service & support - overall comment

    They always respond and are proficient at fixing any issue that we may have.


  • 4 out of 5.0, Reviewed

    Product(s): ChangeGear

    Quick, simple implementation but the admin learning curve is a bit steep.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    The sheer amount of configurability can be overwhelming if you don't have a clear picture of what you want to accomplish.

    What one thing do you wish the vendor did differently?

    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.

    If you could start over, what would your organization do differently?

    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.

    Product capabilities - overall comment

    Highly configurable system and plenty of integration points with other applications.

    Integration & Deployment - Overall comment

    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

    Product(s): ChangeGear

    Implementation was quick and painless!

    Overall Comment

    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!

    What one piece of advice would you give other prospective customers?

    Ensure your ChangeGear administrator is well trained.

    What do you like most about the product or service?

    Ease of use for end users.

    What do you dislike most about the product?

    I am old fashioned and like speaking to someone for technical support and the automated support model frustrates me occasionally.

    What one thing do you wish the vendor did differently?

    Pulling reports that meet my leaderships needs have come with some challenges.


  • 5 out of 5.0, Reviewed

    Product(s): ChangeGear

    End user interface easy to use.

    Overall Comment

    Product has been reliable for our Change/Problem management ticketing system. Implementation went in seamless.

    What one piece of advice would you give other prospective customers?

    Install all modules at one time.

    What do you like most about the product or service?

    Professional services.

    What do you dislike most about the product?

    Not all fields are reportable out of the box.

    What one thing do you wish the vendor did differently?

    Handling of customer problem tickets.

    If you could start over, what would your organization do differently?

    Purchased the problem module the same time we implemented the change module.


  • 5 out of 5.0, Reviewed

    Product(s): ChangeGear

    Product was intuitive which lends to ease of implementation.

    Overall Comment

    Product was intuitive. Happy with the support that was provided during the analysis and implementation phase.

    What one piece of advice would you give other prospective customers?

    Define your requirements well so you can fully utilise the functionality of the product.

    What do you like most about the product or service?

    Intuitive. Easy to Use. Rich functionality. Strong integration feature. Search functionality (wiki like).

    What do you dislike most about the product?

    not applicable.

    What one thing do you wish the vendor did differently?

    not applicable.

    If you could start over, what would your organization do differently?

    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

    Product(s): ChangeGear

    User-friendly, however less features to customize needs

    Overall Comment

    Average, there is need to better customization for reports & user roles.

    What one piece of advice would you give other prospective customers?

    Reporting is not user-friendly.

    What do you like most about the product or service?

    Web-based tool so no need to install locally.

    What do you dislike most about the product?

    Customization as per needs is difficult.

    What one thing do you wish the vendor did differently?

    Better user guide.

    If you could start over, what would your organization do differently?

    Change the tool.


  • 4 out of 5.0, Reviewed

    Product(s): ChangeGear

    Incident Management tool upgrades from Physical to Virtual.

    Overall Comment

    We just upgraded to a recent version from physical to virtual this month, May 2016. The system interface is easier to navigate and reminds me of Outlook '13. The application provides a change management function as well as workflow/incident management.

    What one piece of advice would you give other prospective customers?

    We upgraded b/c it was already in our environment. Lots of newer technology in the workplace that may provide more functionality.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    Lack of integration with phone system.

    If you could start over, what would your organization do differently?

    Establish more detailed user expectations with different views for business users and IT. The function used for IT was adopted by business units and now changes are difficult to make without impacting business operations.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(15)
4.6

Ability to understand your organization's needs

(16)
4.6

Timely and complete response to product questions

(16)
4.4

Pricing and contract flexibility (pricing and terms)

(16)
4.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(15)
4.6

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(9)
4.3

Ease of integration using standard APIs and tools

(11)
4.5

Quality and availability of end-user training

(15)
4.3

Ease of deployment

(16)
4.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(16)
4.5

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(16)
4.4

Quality of technical support

(16)
4.5

Quality of peer user community

(10)
3.9
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(16)
4.7

Incident and Problem Management

(14)
4.7

Change, Configuration and Release

(16)
4.7

Self-Service/Request Fulfillment

(12)
4.4

IT Knowledge Management

(11)
4.5

Reporting and SLA Management

(12)
4.0

Process and Workflow Design

(14)
4.4

Data Source/ITOM Tool Integration

(10)
4.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

User Training

Rollout and Install

Application Lead

Vendor/Product Selection

Vendor Management

Functional Assessment

Technical Assessment

Development/Integration

Executive Sponsor

Other...


What other vendors were considered? Multiple responses allowed.

BMC Software

Heat Software

ManageEngine

CA Technologies

IBM

ServiceNow

Atlassian

Axios

Hewlett Packard Enterprise

LANDESK

Microsoft

OTRS Group

SAP

SolarWinds

Spiceworks

Sunview Software

SysAid

TOPdesk

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve compliance and risk management

Improve business process agility

Improve business process outcomes

Improve customer relations/service

Enhance decision making

Cost management

Drive innovation

Reduce time to market

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Product roadmap and future vision

Breadth of services

Strong customer focus

Pre-existing relationships

Strong consulting partnership

Financial/organizational viability

Strong services expertise