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SunView Software Blog

Looking Ahead: IT’s Evolving Role in the Face of Digital Transformation

09/26/2017 by: Jaime Spector

Lately, it seems like the hot button issue among those in the IT service management space is where they see IT going and its role in the new digital enterprise. The latter of this debate is the key, as we know that “IT” is less about the technology and processes implemented in the organization, and more about its real-world use cases and how it improves the business overall. Read More

| IT Operations / Service Desk / ITSM / AI for ITSM

IT in 2017: Exploring The New Demands of the CIO

07/19/2017 by: Stephen Mann

IT has never really been about the "IT". It has always been about the business use cases in which IT is employed, and the better business outcomes it helps to deliver. In 2017, this need for better business outcomes (from IT) is more important than ever, and in every part of business operations. Read More

| IT Service Management / IT Operations

15 IT Skills That Employers Need in 2017 and Beyond

07/13/2017 by: Jaime Spector

Despite global shifts in hiring and radical changes to how businesses approach traditional IT, the job market for the Information Technology (IT) looks bright. The demand for smart and capable software developers, engineers, support operators, network and security administrators, etc., is expected to increase as CIOs look to expand their hiring efforts and fill out their teams. Read More

| IT Operations / IT Jobs

How Predictive Analytics is Reshaping Enterprise Reporting

03/01/2017 by: Stephen Mann

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| IT Operations

10 Tips for Improving Your Service Desk's Knowledge Management

02/01/2017 by: Stephen Mann

Over the last couple of years, the importance of knowledge management to IT service management (ITSM) and service desk operations in particular has increased. IT organizations are tasked with "doing more with less (people)" - or the growing complexity of the IT estate, including the continuing impact of bring your own device (BYOD) and "shadow IT." There's now also the need for effective ... Read More

| IT Operations / Process Automation

Machine Learning, IOT and ITSM: The Future of Service Requests

08/02/2016 by: The SunView Team

Machine learning may be on the razor's edge of technology at the moment, but the truth is many consumers are already well acquainted with its power, whether they know it or not. It's the engine behind recommendation lists on our favorite consumer websites and applications. It's the algorithms behind image search capabilities. Chances are, however, even if the average user cannot define machine ... Read More

| IT Operations

5 Steps to Going From a Service Desk to an ITSM Strategy

04/26/2016 by: The SunView Team

A fully featured ITSM strategy is, in many ways, the result of an IT service desk strategy that evolves to the point where your support teams have developed sophisticated, nuanced capabilities. Ultimately, an ITSM strategy takes your service desk team beyond supporting the business and into the realm of empowering the organization. But how does a company go from running an efficient service desk ... Read More

| IT Operations / Cloud / CMDB

3 Types of Incidents You Must Be Prepared to Deal With

12/16/2015 by: The SunView Team

Many types of incidents will come through the IT help desk during an average month, but a few specific categories stand out as needing extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they are able to deal with the unconventional incidents, their help desk teams will always be trying to play catch up. There are three types of ... Read More

| IT Operations

3 Ways the IT Service Desk Team Can Support Cloud Computing

09/18/2015 by: The SunView Team

Cloud computing is no longer the highly hyped new technology taking hold in the enterprise. Instead, it is an accepted, common part of enterprise IT strategies. This change has happened over the course of the past few years, but the reality of the cloud market is that businesses aren't talking about whether they will or won't use the cloud anymore. Instead, all of the conversations seem to be ... Read More

| IT Service Management / IT Operations / Cloud

3 Use Cases That Prove Service Desk Efficiency

09/08/2015 by: The SunView Team

Organizations that get the most out of their service desk experience typically see benefits like improved productivity, increased stability and smoother paths to innovation. These gains, however, can be difficult to measure with precision when it comes time to figure out how your service desk drives operational efficiency. You can find some metrics to support ROI calculation, but measuring ... Read More

| IT Operations / CMDB / Service Desk