The system is modular, which can help in rolling out ITIL functionality piecemeal. EVERYTHING is configurable and that lends well for organizations that have broad requirements. The system works well for something as simple as a helpdesk ticketing system, to full change management or service catelogs and beyond. ChangeGear was able to accomodate complicated workflows for service and change requests with approvals and different email templates. While Sunview, does offer a hosted solution, ChangeGear appears to be mostly deployed as an on premise solution. This is helpful for organizations that have regulatory requirements. The on premise solution is highly scalable using COTS solutions IIS and SQL Server. The solution can be deployed as an all-in-one server or in a multi-tier configuration with a backend, web and database server and all of the scalability solutions that can be configured in SQL server and IIS. The security options are much more granular than the SaaS solutions we considered. The role-based ACLs are very detailed and configurable. Custom ACLs can also be used to restrict or allowed those inevitable custom employee roles that always seem to pop up. SAML auth was easily configured. Support has been helpful and are able to resolve or at least direct to available solutions. The knowledge base is invaluable, most answers can be found with a little research.

I very much appreciate being able to go back and track old tickets, and also associate or link them to other tickets. It makes it very easy to do research and figure out issues by looking quickly into the past work we've done.

The technical support after setup and the ease of use of the software.