Changing the Way IT Handles Requests by Integrating Artificial Intelligence with ITSM
TAMPA, Fla. – September 21, 2016 – What if you could bring real-time, predictive insights to service management requests without having to hire a team of data scientists? Or improve user satisfaction while reducing cost, complexity and risk? With SunView Software’s new ChangeGear 7 release, featuring Service Smart Technology, now you can.
ChangeGear 7 is ushering in a new era of intelligent IT service management by bringing artificial intelligence to IT process automation. This intelligent platform, known as Service Smart Technology, combines enterprise knowledge and machine learning to support today’s evolving digital workplace. By delivering intelligent automation, powerful new features and insightful suggestions to service desk staff and users, SunView is helping IT teams increase staff performance, improve user satisfaction and better support rapid business change, all while reducing cost and complexity.
By analyzing user interaction data, knowledge, support tickets, usage patterns and more, the platform is able to deliver real-time predictive insights to improve IT staff performance by providing intelligent suggestions for problem resolution while tickets are being work on. And employees get engaging self-service that brings knowledge to their inbox when they submit a request or can interact with the Chatbot for an automated self-service experience.
Specific ChangeGear 7 benefits include:
- Real-time solution suggestions that speeds time to resolution for IT staff
- Intelligent ticket completion guidance that helps new staff get productive quickly
- Efficient self-service engagement through smart responses that provide targeted resolutions
- Predictive analytics that anticipates needs and measures sentiment
- Automated self-service interaction with Chatbot to disseminate knowledge to users
“SunView’s new intelligent platform is loaded with features to help our IT staff be more productive,” said Jordan Gilder, Weil, Gotshal & Manges LLP, a current SunView customer and ChangeGear 7 early adopter. “The Field Recommender feature provides ticket completion guidance that reduces the time needed to get new staff productive and helps with consistency. And with the Suggestion Center, our techs receive real-time solution recommendations right in the ticket, reducing the time it takes to solve problems.”
SunView’s release of ChangeGear 7 comes at a pivotal time for IT teams, who continue to struggle to create proactive service solutions that meet the increasing demands of their end users while supporting an evolving digital workplace.
According to Gartner, by 2019 IT service desks utilizing machine-learning-enhanced technologies will free up to 30% of support capacity. They recommend organizations “invest in machine learning, big data and other smart-machine technologies to make current and future IT service desk operations proactive,” commented Gartner Analyst Katherine Lord.*
SunView’s Service Smart Technology enables the integration of big data and machine learning capabilities right into their ITSM platform. As organizations look for solutions to meet their increasing end user demands without increasing workload or complexity, ChangeGear 7 with Service Smart Technology delivers both staff empowerment and a better user experience that boosts satisfaction.
According to Seng Sun, CEO of SunView Software, “by combining our ITSM expertise with the latest data science and AI technologies, ChangeGear 7 will simplify the adoption of intelligence-assisted processes to power a new generation of IT for our customers. We’re excited to see how the platform will change the way both IT and end users view support processes. ”
ChangeGear 7 is available immediately. For more information on ChangeGear 7 with Service Smart Technology and SunView Software’s catalog of IT solutions, visit www.sunviewsoftware.com.
About SunView Software, Inc.: Founded in 2003, SunView Software is a leading provider of IT Service Management software that helps companies build smarter, more responsive IT services environments. SunView’s flexible and simple solutions enable companies to better deliver, service, and monitor IT services across the enterprise. SunView implements Change Management, Service Desk and IT Service Management solutions for enterprise organizations in all vertical industries. Now, SunView’s Service Smart Technology is helping to create intelligence-driven IT departments, powered by advanced machine learning and automation – bringing together the best of human and machine to launch a new era of intelligent IT Service Management.
SunView Software is a privately held company based in Tampa, Florida.
Visit http://www.SunViewSoftware.com for more information.
*Gartner, Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace, Colin Fletcher, Katherine Lord, 29 February 2016