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SunView Software Blog

How ITIL and ITSM Automation Needs to Shrink the Process Gap

04/05/2017 by: Stephen Mann

  If you've ever visited the UK - well, London to be accurate - and have travelled on the underground (tube) system, then you'll have seen signs, and heard the public announcements, that say "Mind the gap." The US equivalent would probably be "Beware the gap." It's a warning that there's a physical gap between the platform and the tube train, and that dropping or losing things (including oneself) ... Read More

| ITIL / IT Service Management / Process Automation

10 of the Best ITSM and Service Desk Blog Sites

01/25/2017 by: The SunView Team

Every now and then someone will ask "What are the best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get ... Read More

| IT Service Management

How AI is Changing the Service Desk for Staff and End-Users

12/07/2016 by: The SunView Team

Chatbot technology and other artificial intelligence tools represent a watershed moment in customer service innovation. Now businesses can provide their customers with intuitive, human-like support features that improve self-service experiences and raise satisfaction. Read More

| IT Service Management / End User Experience

Can AI Improve the ITSM Customer Experience?

11/30/2016 by: The SunView Team

Whether you work in retail, manufacturing, healthcare or IT service management, everything you do is ultimately for the customer's benefit. Read More

| IT Service Management / End User Experience

3 Ways That AI Helps Improve Service Desk Consistency

11/03/2016 by: The SunView Team

When the service desk doesn't respond fast enough, users notice. According to MetricNet research, the longer the mean time to resolution, the lower the average customer satisfactions score. You can't argue with those facts. The only thing you can do is to take the necessary measures that will speed up operations. Read More

| IT Service Management / Process Automation

5 Must Have Features for More Engaging ITSM Self-Service

09/28/2016 by: The SunView Team

In the world of IT service management, there are considerable advantages to allowing users to resolve issues on their own. It harkens back to that old saying about the difference between giving out fish and teaching people how to catch fish all on their own. For the average users - either customers or employees utilizing a website, application or SaaS, self-service affords them capabilities that ... Read More

| IT Service Management / End User Experience

What Does the Chat-Bot Craze Tell Us About Our ITSM Needs?

05/24/2016 by: The SunView Team

Could artificial intelligence ever convincingly pose as a human? Could a computer imitate humans by "thinking" as humans do? Early computer pioneer Alan Turing's challenge, commonly referred to as the Turing test, set in motion decades of experimentation into machine intelligence to discover an answer. No doubt accomplishment of such a feat would represent a significant milestone in technological ... Read More

| IT Service Management

Get Schooled on Machine Learning Revolutionizing IT Service Management

05/04/2016 by: The SunView Team

"Machine learning" may sound to some like the overused plot device from a slew of cautionary sci-fi blockbusters, but let us assure you - machines can learn, and it's something we all want them to do, however subconsciously. Read More

| IT Service Management / CMDB

3 Reasons Change Management and DevOps are Meant for Each Other

01/26/2016 by: The SunView Team

Change management software, in some form or another, has existed long before DevOps came to be. That said, as DevOps becomes more prominent, legacy change management styles have had to adapt to how technology fits into our everyday lives. Read More

| DevOps / IT Service Management / CMDB / Change Management

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