Serviceaide ChangeGear Reviews

Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems.

It helps to improve the escalated efficiency among different levels of engineers. For example, normally level 3 system or network engineers will directly pick up the 400- level tickets; while level 1 engineers (like myself) will focus on 100- and 300- tickets.

When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets.

More than half a year, I suppose I started to use it in May 2014.

Not yet.

Yes, sometime it takes a long time to update the newest status of ticket.

Not yet.

I give it 3.5.

I have not called CA technical support yet.

We are the web portal, so there is no initial setup for software client.

There is a need to improve the ticket updating speed or frequency, as sometimes, a ticket is shown ‘being locked’, but it’s actually not locked by anyone.

I'd say that the most valuable feature for us is the management of all our tickets, with change incident requests. The service catalog is huge for us, with which we just went live. Prior to this, we had no self-service, so that's a big plus for us.

The self-service is huge for us. It allows the customers to place their own orders and request. We can then automate ticket workflow and ticket distribution assignments.

I would really like to see a mobile app for our analysts. That would be a huge improvement, a huge win. Also, some type of mechanism to manage analysts who are on call would be nice.

No issues encountered.

We have been seeing a little bit of latency here and there, but we haven't been able to identify it. We are still in the process of trouble shooting it, seeing if it's something with the network or with the services of the product.

We just went live two months ago, so it's hard to say. I would imagine, yes, it's very easy to expand our service catalog and our forms on there. So, it's very nice.

They get back to me really quick when I have a critical ticket. I logged a critical ticket just on Friday. So, it's nice that they got back to me within half an hour. That was a big plus.

It was easy as all the tools they provide. Not having to deal with building anything in the database and just being able to put in custom attributes and communication templates. It was all really easy.

This is really easy solution to scale up and get get going to add new catalog items. It's very simple.

Monitoring Infrastructure.

Monitoring multiple environments and platform independent.

Few probes need improvement in their function and the way they get deployed for monitoring.

3 Years.

No Major issues but slightly delay in response if configuration changes after deployment.

No.

No.

Customer satisfaction service provided by the vendor.

I would give 4 out of 5.

Yes I did but I ended up with unreliable solution and stuck with platform dependencies.

It is pretty straightforward as it has number of different ways to communicate with the end client that makes me feel very comfortable with is flexible product to work on.

Approximately but not constant to $65,000.

Managed by the company finance as I’m a Technical Product Manager and not familiar with Finance in exact figures.

Yes I did. That was Nagios but it platform dependent and there I had to switch to Nimsoft.

This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc.

It's quite a complete entry into the SaaS ITSM market with a reasonable price point.

We do not use the product ourselves in production, but provide support and expertise on it for our customers.

Importing data with relations is difficult and could be better.

I've used it for one-and-a-half years.

We encountered no issues with deployment.

We encountered no issues with stability.

We encountered no issues with scalability.

We are providing support ourselves, but the third-level support of CA is great.

The basic functions are usable out-of-box, so there's no need to configure a lot.

We are the vendor team.

It's price is very competitive if there are only a few licenses needed.

Event-based.

Automatic tasks.

Flexibility to customize.

Four years.

No issues.

No issues.

Not applicable. On-premise or cloud, I do not need it.

Great. CA Technologies support is excellent.

Yes, many.

The initial setup was easy.

We did the implementation ourselves (in-house). 

I do not know.

Not applicable.

Many.

It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7.

This product can totally automate service desk functions where very little phone and email interventions are required for resolution of tickets such as incidents, change request, problem tickets, etc.

Deployment and setup is a major difficulty and it could have been made easier.

The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly.

It has been stable. We haven't had any issues with instability.

There have been no issues scaling it.

It was very complex and very difficult. It wasn't straightforward at all.

You should make an agreement with CA for deployment and setup support. Without it, deployment and setup are very complex and difficult.