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SunView Software Blog

4 Ways to Reduce Workload on the Service Desk

08/15/2018 by: Jaime Spector

  If we’ve learned anything from the rise of digital transformation, it’s that organizations often struggle to keep pace with the increase in requests on the service desk. Year over year, organizations are taking on more end users, applications, systems, and devices. Read More

| Process Automation / ITSM

Automating Change Processing for a More Efficient Service Desk

07/19/2018 by: Jaime Spector

Take a moment to think about how change unfolds at your organization. Most likely, it follows a pattern: someone comes up with an idea for a change, everyone is notified, the change is scheduled, then implemented, and ideally, someone documents and evaluates the success of the change. All of this is done manually – someone has to sit down and invest the time and effort to make sure that these ... Read More

| Process Automation / ITSM

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 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

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

4 Ways to Improve IT Service Delivery

10/13/2016 by: The SunView Team

New innovations in automation, artificial intelligence and machine learning have made a major impact on the new digital workplace and have opened the door for new possibilities as well as new challenges. How can IT organizations leverage these technologies to improve the agility and overall quality of their IT service delivery? Read More

| Process Automation

5 Common Misconceptions About DevOps

03/25/2015 by: The SunView Team

DevOps is a transformative operational concept designed to help development and production teams coordinate operations more effectively. In theory, DevOps software is designed to be focused on cultural changes that stimulate collaboration and efficiency, but the focus often ends up being placed on everyday tasks, distracting organizations from the core principles - and value - that DevOps is ... Read More

| DevOps / Process Automation

4 Ways to Improve End User Satisfaction With Service Desk Automation

01/08/2015 by: The SunView Team

Automation Pays Off at Every Phase of an ITSM Workflow Consumerization and a variety of related technology trends are conspiring to put more pressure on IT and support teams. Modern IT departments need to be quick, agile and responsive. Manual service desk software operations are too prone to slow downs, human error and similar problems to keep up. Automation can have a positive impact on ... Read More

| IT Service Management / Process Automation / End User Experience

5 Ways to Leverage Service Desk Efficiency

11/26/2014 by: The SunView Team

An efficient service desk has the potential to deliver incredible value to business users. Enterprise employees are becoming more dependent on IT systems all the time, creating an environment in which they expect more responsive, adaptable IT services. The result is an operational climate in which efficiency becomes a greater priority among service desk employees. Becoming more efficient isn't ... Read More

| IT Operations / Process Automation

5 Key Elements of Change Management

11/17/2014 by: The SunView Team

A change management solution can play a key role in helping organizations establish a stable, consistent IT environment. Building this type of setup hinges on having a change management solution in place that complements broad IT service management plans and provides the control, communication tools and governance companies need when handling change operations. Read More

| Process Automation / Change Management