Serviceaide ChangeGear Reviews

We primarily use the solution for processes in management, incident management, and problem change configuration service requests.

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

Event-based.

Automatic tasks.

We like the fact that all the tools interconnect. We can do everything from Service Catalog, such as create change orders, without having to use our ticketing system. It automatically ties it in to it.

For example, for our new-hire process, we have it set up to automatically add our new users to the system. Our people can then go in and we have groups set up that they can say, "Okay, I want this", and it goes and grabs all the services and automatically creates the tickets to create the group. It makes the process a lot easier.

We're real small. We probably only have about 50 people in our IT department now. We used to be a lot bigger. We have about 2,000 employees, so there are 50 of us doing the work of a larger team.

Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff. We no longer have to have a 24-hour help desk, because our employees can create the tickets themselves. Then, we get an alert and we don't have to do anything. So we've saved a lot of money doing it that way.

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.

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.

It is something that everyone uses with federation capability. Other than that, I cannot specify exact features as many are so beneficial.

I would love to see better two-factor authentication as that would really help us and make a big difference.

The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM.

Having the self-service tool rolled out to all of our customers using CSM is a way it's improved our functioning. With SDM, we weren't able to fully utilize the service catalogues for self-service. So, with CSM, because of its ease of building out the tool, we were able to transition to self-service.

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.