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IT Service Management

ChangeGear is an industry-leading ITSM platform that helps organizations to better track, manage, and deliver critical services.
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IT Operations Management

LivePulse offers out-of-the-box system and application monitoring essentials in the cloud.

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ChangeGear Service Manager

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

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Service Management for the Business

 

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


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Willow Platform

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
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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
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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

Willow Platform

ITSM INTELLIGENCE POWERED BY BIG DATA & MACHINE LEARNING

Service Manager includes intelligent features powered by ChangeGear's Willow AI & Machine Learning Platform. Leverage the power of big data and machine learning to deliver smarter and more efficient processes for your staff and employees.

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

Beyond IT Processes

POWER YOUR BUSINESS WITH PROCESS-BASED APPLICATIONS

  •  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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User Access: IT Operations Staff, Developers, CAB

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

Willow AI and Machine Learning Platform

  • 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.

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
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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
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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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