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How Automating IT Support Systems Helps Business Succeed
Aberdeen research has shown that businesses leveraging automated tools within their IT support systems gain...
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How Can You Streamline Request Management?
What does your ideal request management process look like? Most people would use words such as “smooth,” “hassle-free,” and “fast.” At many organizations, request management is anything...
How Does Self-Service Make Your Help Desk More Efficient?
Everyone wants their IT help desk to be more efficient. However, that’s a difficult goal to achieve. Service desk employees are swamped by requests, many of which aren’t critical.
What Makes ITSM Smart?
According to a recent poll by ITSM.tools designed to gauge the “future readiness” of the IT service management (ITSM) industry, roughly 82% of respondents believe that working in IT...
From ITSM to ESM: The Evolution of the Digital Enterprise
Enterprise service management (ESM) does indeed have a place within your organization: your business becomes more productive because it’s easier to access the services you need, requests don’t fall th
What Do You Need to Do to Make Your Service Desk More Efficient?
How would people at your organization describe your service desk? Would they call it efficient and helpful? Would they say that problems are resolved in a timely manner?
How Will Smart ITSM Impact Your Service Desk?
Artificial intelligence has made its mark on a variety of industries in the past several years. The help desk is no exception. The changes AI has wrought within the field of ITSM are...
Why Change Management is Critical in Light of GDPR
By the end of this month, four letters will change your business forever: GDPR. GDPR stands for “General Data Protection Regulation,” and it’s a piece of legislation in the EU designed...
How Can "Smart" ITSM Improve the Customer Service Experience?
Research shows that support desks take “an average of 24.2 hours to provide a first response to an internal support ticket.” Yet, in spite of this, 28% of IT professionals polled still...
AI and ITSM: Resolving Problems, Faster
How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while...
How Can AI and ITSM Deliver Greater Value?
From 2001: A Space Odyssey to Terminator, Star Trek’s Data to I, Robot’s Sonny, artificial intelligence (AI) has captured the imagination and spawned countless science fiction books,...
Can AI and ITSM Deliver a Better Customer Service Experience?
There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.
Will AI Take Service Desk Jobs?
Artificial intelligence has dominated headlines. The news falls into one of two categories: “AI is going to steal our jobs” or “AI is going to make the world a better place.” Many...
Exploring the Benefits of Enterprise Service Management (ESM)
Enterprise Service Management (ESM) is becoming more of a standard for organizations that want to align to digital transformation trends. Today, the enterprise is adopting concepts and best practices
Does AI Have a Role on the Service Desk?
Artificial intelligence has made headlines in recent years. The news is mixed – depending on what you read, AI is either fantastic or terrible. It’s confusing, especially when it...
About SunView Software
At SunView Software we are focused on customer success, from solution definition through implementation and support. Delivering the right service management solutions that drives ROI for our customers
How Do Change Management Tools Make the Process Faster?
Change is good… unless it takes too long. The problem with change management processes is that they can be long and drawn out. By the time the change is approved, it might be too late...
4 Steps to Managing IT Change in Your Organization
The business world is evolving faster than ever. New technologies, services and tools are disrupting and transforming workflows, processes, job roles and even entire organizational structures. New tec
7 Ways AI is Changing Everything for the Service Desk
Discover 7 ways Artificial Intelligence will transform your Service Desk!
Managing Risk Compliance Throughout the Change Management Process
Raise your hand if this situation sounds familiar: you need to make changes within your organization, and these changes are crucial and quite urgent. At the same time, there are...
Gartner Newsletter - Questions to Ask Vendors That Say They Have 'Artificial Intelligence.’