Serviceaide ChangeGear Reviews

Name: Serviceaide ChangeGear
Brand: Serviceaide
Rating: 3.8 (14 reviews)

3.8 out of 5

14 reviews
85% willing to recommend

906 followers

What is Serviceaide ChangeGear?

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

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Serviceaide ChangeGear is the #29 ranked solution in top Help Desk Software and #32 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give Serviceaide ChangeGear an average rating of 7.6 out of 10. Serviceaide ChangeGear is most commonly compared to ServiceNow: Serviceaide ChangeGear vs ServiceNow.

Buyer's Guide

IT Service Management (ITSM)

October 2024

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Featured reviews

it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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it_user158724

Technology Manager at a educational organization with 1,001-5,000 employees

We had been using FrontRange HEAT and when we outsourced the Service Desk (big mistake) they provided a solution called On-Target. After they failed to deliver the functionality in their contract they were required to purchase us a new ticketing system. We did not go back to HEAT since the CIO wanted everything outsourced and nothing in-house.

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it_user346461

Software Application Engineer Sr. at a financial services firm with 1,001-5,000 employees

Most often I try to go to high-level support personnel. They redundantly ask for the same information as you move higher up in the support information system, so you need to give them so much information that that often doesn't matter. Once you find the right person, it's easier to get what you need.

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Serviceaide ChangeGear mindshare

Product category:

As of November 2024, the mindshare of Serviceaide ChangeGear in the IT Service Management (ITSM) category stands at 0.4%, up from 0.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Nov 3, 2024

Valuable Features

Serviceaide ChangeGear offers essential service management features like flexible ticket management, service request handling, and seamless infrastructure monitoring. Users appreciate its scalable architecture and customization options, including an easy-to-use UI. Advanced workflow management, powerful knowledge management, and robust reporting capabilities stand out. Federation capability, flexible service catalog, and automatic ticket creation simplify processes. The mature functionality withstands market competition, providing comprehensive IT service management efficiency at a reasonable price.

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Room for Improvement

Serviceaide ChangeGear requires improvements in ticket reopening processes and customization flexibility. Structural customizations are hampered by shared database constraints. Server monitoring and a seamless integration engine need enhancement. The interface would benefit from a more visually appealing design and simplified customizations. Two-factor authentication, mobile app support, and usability features like saved filters are desired. Reporting needs enhancement, and the workflow engine lacks integration, causing inefficiencies in approvals and process management.

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

ROI

Users reported a return on investment from Serviceaide ChangeGear of approximately $65,000, though this amount was not consistent. Some users felt it was costly and expressed dissatisfaction with the SAS limitations. A 35% improvement in SLA timing was observed. Not all users were aware of the ROI specifics.

Pricing

Enterprise buyers evaluating Serviceaide ChangeGear report varied experiences with its pricing. Some note a competitive cost for few licenses, while others highlight a substantial setup fee of $250k and annual contracts of $300k over three years previously under InTeq. Costs may fluctuate post-acquisition by CA. Compared to alternatives like Remedy and ServiceNow, ChangeGear is perceived as more cost-effective, especially for cloud service management. Pricing specifics often fall under financial departments.

Service and Support

Serviceaide ChangeGear customer service receives mixed feedback, with scores ranging from 3.5 to 4 out of 5. Trade-offs include delayed response unless escalating or getting in touch with higher-level personnel. Technical support varies widely; some find it satisfactory while others face frustration with redundant questions and prolonged ticket resolution times. However, CA Community resources and quick responses to critical tickets are appreciated. Some users express dissatisfaction, highlighting room for improvement in technical support.

Deployment

Users find Serviceaide ChangeGear's initial setup straightforward, especially with Windows servers, though some encountered complexity with non-Windows servers. Many highlighted how easy it was due to familiarity with ticketing systems. It supports smooth communication with end clients, while out-of-the-box functions simplify the process. For complex configurations, customization based on customer requirements can be challenging. Over time, upgrading has improved; earlier versions required backups due to potential issues during updates.

Scalability

Users generally find Serviceaide ChangeGear scalable with minimal issues. Some praise its ability to scale efficiently, while others note initial challenges that improved over time. The addition of features like automatic fail-over and Process Automation Management enhances scalability. While a few are uncertain due to recent deployment, most express potential for significant expansion. Timeout concerns occasionally arise, yet these do not seem to significantly hinder its overall scalability.

Stability

Users report mixed experiences with Serviceaide ChangeGear stability. Many describe it as stable, with no major issues, and highlight successful implementations for hundreds of users. Some users, however, experience occasional outages, latency, or timeouts during searches. These issues are sometimes linked to network or external browser factors. Despite rare challenges, stability is praised when utilized correctly. While some users encounter slight performance inconsistencies, others rave about its consistent operation across different environments and versions.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Learn more about Serviceaide ChangeGear

Serviceaide ChangeGear was previously known as Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear.