ChangeGear Service Manager

Improve staff productivity and deliver phenomenal self-service with intelligence driven service management

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Intelligence and Automation for Better ITSM

Meeting the needs of the digital workplace requires a knowledge-driven, proactive IT team. A strategic organization that is forward-looking, innovative and engaged. And has the tools needed to stay ahead of the demands of the new digital enterprise. ChangeGear Service Manager is delivering on this vision with the integration of Service Smart Technology that leverages machine learning to deliver intelligent features that will set a new standard of staff productivity and self-service engagement.


Service Management for the Business


IT Staff

Leverage the powerful combination of enterprise knowledge and machine learning to deliver answers quicker for IT staff.

Employees, Customers & Partners

Use the latest in technology like predictive search, Chatbots, and smart responders to better engage employees, customers, and partners.

IT Managers

Get the visibility and intelligent automations you need to supercharge your operations and support organization.

Proven ITIL-Based Service Desk.

  • essentials-incident-management.pngIncident Management
  • essentials-problem-management.pngProblem Management
  • essentials-change-management.pngChange Management
  • essentials-release-management.pngRelease Management
  • essentials-knowledge-management.pngKnowledge Management
  • essentials-self-service-portal.pngSelf-Service Portal
  • essentials-service-catalog.pngService Catalog
  • essentials-service-request.pngService Request
  • essentials-asset-discovery.pngCMDB & Asset Discovery

Service Smart Technology


Service Manager includes intelligent features powered by Service Smart Technology. Leverage the power of big data and machine learning to deliver smarter and more efficient processes for your staff and employees.

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

Beyond IT Processes


  •  Project Management
  •  Purchasing
  •  Onboarding
  •  Custom

Streamline request management across any business process by leveraging ChangeGear's workflows, automation, notifications, SLA management, and more to deliver process-based applications.

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By 2019, IT service desks utilizing machine-learning enhanced technologies will free up to 30% of support capacity.



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

New Era of Intelligent ITSM

Discover how the ChangeGear Service Manager will enable your organization to deliver smarter IT services to support the digital workplace.



Many ITSM solutions today are too complex, costly, and inflexible. ChangeGear Service Manager ditches the complexity of cumbersome, legacy systems and combines a proven, scalable architecture with innovative intelligence technology to deliver a rich, enterprise-grade IT Service Management solution that's remarkably smart, integrated and agile.

  • Easily scales to thousands of users & millions of tickets
  • Get started fast with out-of-the-box ITIL processes
  • Quickly adapt forms, fields, workflows & automations — no coding required
  • Low administration overhead — no geeks required
  • Connect to everything with REST API
  • Give users more access to ITSM services anywhere & on any device with the ChangeGear mobile experience

IT struggles to find a balance between change and innovation for the business while still protecting risk and compliance. ChangeGear Service Manager embraces high-velocity changes with flexible change management processes engineered to support ITIL, DevOps, and business changes.

  • Reduce risks & achieve compliance with a single change repository for the business
  • Gain complete visibility into all changes with dashboards, workspaces, & reporting
  • Streamline release processing with multi-modal processes & automation
  • Dramatically simplify compliance reporting
  • Automate collection of change artifacts by connecting to the development toolchain
  • Improve collaboration with CAB management tools & the change calendar

Keeping up with the demands of the digital workplace is hard. ChangeGear Service Manager brings a new era of ITSM by using the power of big data and machine learning to deliver intelligent features 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

IT systems can be cumbersome, and often do not properly engage employees and staff in an easy-to-use, productive way. ChangeGear Service Manager delivers an intuitive, consumer-like experience that empowers end users to find solutions faster, so your support staff can work more efficiently.

  • Make finding solutions easy with enhanced Knowledge Base support & functionality
  • Deliver self-service suggestions directly to your end users' email with Smart Responder
  • Increase end user satisfaction with a robust self-service portal
  • Help users find their own solutions with Willow, the Smart Chatbot Assistant (also available on mobile)
  • Customize Willow to your specifications with configurable pre-defined answers

Making critical ITSM-related decisions is difficult without the right insights to inform them. ChangeGear Service Manager 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
  • Plan, track and prioritize daily activities & check notifications on the SmartHub
  • Smart graphs provide insight into future trends like estimated workload, potential SLA violations, etc., using the latest in predictive analytics
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SaaS or On-Premises

Licensing & Delivery Options

Flexible licensing and delivery options are critical in reducing your ITSM costs. SunView provides you with ultimate flexibility to get the most out of your ITSM investment.

Named & Concurrent User Licensing:

Optimize your license usage to save your organization money. Leverage both named and concurrent user licensing.

Free & Unlimited Requester Licenses:

Provide incident and service request management across the enterprise without worrying about the cost.

On-Premises or Cloud Delivery

Choose the delivery model that best fits your organization. 
Both on-premises and cloud options of ChangeGear are available to meet your needs


Harness the Power of ChangeGear in Your Pocket

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Introducing Big Data and Machine Learning Technology for ITSM

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