IT Service Management

Service Management for the Digital Enterprise

IT today needs to do more than simply managing service requests and fielding incident tickets. In a world that’s constantly changing in light of digital transformation, organizations need software that can drive innovation and business value for the entire enterprise.

ChangeGear lays the foundation for digital transformation by providing a common platform that maximizes work productivity, so your team can do more with less. Add value to the business by implementing processes that more efficiently manage, control, track, and govern digital services for IT and beyond. ChangeGear also leverages powerful, intelligence-driven tools and automation that work proactively to take care of more customers without adding extra costs or requiring additional resources from the business.

This is Intelligent ITSM

 

 

Proven ITIL-Based Processes

A Robust Service Desk and More

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ChangeGear is a comprehensive IT Service Management Platform with ITIL-based processes out-of-the-box.

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Knowledge Management
  • Self-Service Portal
  • Service Catalog
  • Service Request
  • CMDB & Asset Discovery


Service Smart Technology

Powered By AI + Machine Learning

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Leverage the power of AI and machine learning to deliver smarter and more efficient processes for your staff and employees.

  • SunView Machine Learning Engine
  • Automated Smart Responses
  • Field Recommendations
  • Resolution Suggestions
  • Intelligent Ticket Assignments
  • Chatbot Self-Service
  • Sentiment Analysis

Go Beyond ITSM

Enterprise Service Management (ESM) Processes

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Utilize dynamic workflows, automation, notifications, SLA management, and more to deliver process-based applications for all segments of the enterprise.

  • Project Management
  • Facilities
  • HR Onboarding
  • Custom

User Access: IT Operations Staff, Developers, CAB

  • Self-Service Portal
  • Email
  • Mobile Device
  • Systems

Service Smart Technology

  • Intelligent Search
  • Recommendation Engines
  • Predictive Analytics
  • Bot Responders
Enterprise ITIL Processes
Service Request, Incident, Problem, Change, Release, Knowledge, CMDB, Service Catalog
Dashboards, Self-Service, SLA Manager, and more
Beyond IT Processes
Configurable process modules to support the business
Projects, HR, Purchasing, etc.

Application Services Framework

  • Workflows
  • Automations
  • Collaboration
  • Analytics

Integrations: REST API

  • Directory Services
  • Systems Monitoring
  • Email System
  • 3rd Party Tools

Intelligent ITSM Supports Digital Transformation

ChangeGear enables your organization to deliver smarter IT services to support the digital enterprise.

Setting up your Service Desk doesn't have to be time-consuming. ChangeGear provides all the essential ITIL-based processes right out-of-the-box to get you started immediately.

  • Reduce costs & complexity for IT with Service Desk software that is easy to implement & manage
  • Get started quickly thanks to a fast implementation & a full suite of ITIL-based processes that come out-of-the-box
  • Leverage flexible licensing & delivery models for the best-fitting service desk solution that meets all of your business requirements
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ChangeGear removes barriers so you can deliver amazing service management and support. With a better user experience, more access, and easier customization, there is nothing your team won’t be able to achieve.

  • Create & configure dynamic forms, fields, workflows & automations without code
  • Easily navigate & customize the interface with a modern, responsive user experience
  • Seamlessly integrate with 3rd-party applications with a RESTful API  Learn More →
  • Quickly access dashboards, modules, tickets anywhere with the ChangeGear Mobile experience app

Making critical ITSM-related decisions is difficult without the right insights to inform them. ChangeGear gives your team more oversight into all of their Service Management related activities, so you can better contextualize, report, plan and execute to deliver more value to the business.

  • Receive immediate insights into metrics & KPIs with persona-based dashboards
  • Get more visual with your data with hundreds of reports, widgets, charts & graphs
  • Quickly access tickets and tasks with the responsive grid controls on the workspace
  • Get insight into future trends like estimated workload, potential SLA violations, etc. with Smart Graphs
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Making your end users happy is priority #1. ChangeGear empowers end users to find solutions faster, so your support staff can work more efficiently. It's a win-win situation

  • Increase end user satisfaction with a robust self-service portal with an easy-to-use responsive interface
  • Make finding solutions easy with advanced search of the knowledge base & ticket history
  • Users can quickly create requests without forms
  • Give users real-time notifications of ticket actions via SMS
  • End users can access ChangeGear services and information on most major mobile devices with the ChangeGear Mobile Experience app

The age of digital transformation is here. ChangeGear harnesses the power of AI and machine learning to deliver intelligent features to ITSM that help staff and end users get the answers they need fast.

  • Staff get the answers they need in seconds with Suggestion Center
  • New staff members learn the ropes faster with ticket completion guidance
  • Receive real-time analysis & feedback based on data entry & organizational history
  • Always assign to the right people with IntellAssign smart ticket routing automation
  • Easily prioritize tickets based on customer sentiment in Smart View
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What Do You Want to Do Next?

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