Whitepapers, Guides & eBooks

  • From ITSM to ESM: The Evolution of the Digital Enterprise

    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

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  • 4 Steps to Managing IT Change in Your Organization

    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

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  • Exploring the Benefits of Enterprise Service Management (ESM)

    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

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  • Understanding the Strategic Value of AI for ITSM

    Understanding the Strategic Value of AI for ITSM

    AI is changing the way we interact with digital technologies. From consumer markets to the enterprise, AI and smart automation makes services proactive, data actionable and users more informed in thei

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  • SunView: Transition From Reactive to Proactive IT

    SunView: Transition From Reactive to Proactive IT

    In an age where the service desk spends more time in the trenches resolving low-level tickets than being strategic, CIOs must implement innovative new ways to be proactive with their IT service manage

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  • Service Smart Technology Features Overview Guide

    Service Smart Technology Features Overview Guide

    ChangeGear Service Smart Technology is an award-winning platform engineered with the latest innovations in AI, Machine Learning, Natural Language Processing, Predictive Analytics and more. Our vision

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  • The ITSM Buyers Guide

    The ITSM Buyers Guide

    Automation is rewriting the rules of business, and no industry is immune to digital disruption. For CIOs, this is an opportunity to implement automated IT processes across the entire business. ITSM wi

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  • Top 10 Reasons Why Customers Select ChangeGear

    Top 10 Reasons Why Customers Select ChangeGear

    Find out why our customers selected ChangeGear to support their most vital business processes.

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  • Stay updated on the latest ITSM thought leadership! Check out the SunView Software Blog.

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  • How Automating IT Support Systems Helps Business Succeed

    How Automating IT Support Systems Helps Business Succeed

    Aberdeen research has shown that businesses leveraging automated tools within their IT support systems gain a number of benefits. By using intelligent systems to make end-user self-service easier and

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  • Successful Service Desks are Agile, Proactive, and Automated

    Successful Service Desks are Agile, Proactive, and Automated

    By leveraging automated IT support capabilities, businesses are becoming more agile in the services and products they deliver, are seeing fewer problems that impact productivity, and lowering costs.

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  • The Top 10 DevOps Tools to Power Agile IT

    The Top 10 DevOps Tools to Power Agile IT

    Enterprise IT organizations today are being asked to move faster, delivering innovation and capabilities to drive improved customer engagement and increased revenue. Many organizations have adopted or

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  • 50 Reasons You Need ITSM

    50 Reasons You Need ITSM

    In today's complex business environment, the focus of IT service management is changing. Businesses of all sizes are finding that the technology demands of their users are constantly increasing, to th

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  • 7 Areas to Consider Before Selecting a Service Desk

    7 Areas to Consider Before Selecting a Service Desk

    So you've been tasked with finding a new replacement IT Service Desk for your organization? This project often comes with its share of challenges and can leave IT leaders unsure in how to proceed. Que

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  • Discovering the Value of a Service Desk

    Discovering the Value of a Service Desk

    With more reliance on KPIs and metrics, the consumerization of IT and mobility, all combined with the speed IT change, savvy IT organizations are seeking an advanced service desk to drive efficiency a

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  • Taking Control of Change: Optimizing Your Environment for More Effective IT Service Delivery

    Taking Control of Change: Optimizing Your Environment for More Effective IT Service Delivery

    The importance of IT services to businesses is on the rise, as many companies and organizations are discovering competitive advantage through automating manual processes and extending the reach of bus

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  • Overcoming CMDB Deployment Challenges

    Overcoming CMDB Deployment Challenges

    If you have not yet deployed a configuration management database (CMDB), rest assured, you are not alone. Despite the fact that tremendous value can be derived from an effective CMDB System, IT organi

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  • Getting Started: 25 Key Requirements of a Change Management Solution

    Getting Started: 25 Key Requirements of a Change Management Solution

    Behind every successful IT project are two key criteria that create success, and inversely, determine the potential for failure. Essentially, when processes and tools come together, they can either ma

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  • Understanding the ITIL Language: 35 Key Terms and Definitions

    Understanding the ITIL Language: 35 Key Terms and Definitions

    The terms in the guide above have been taken directly from ITIL. However, we’ve taken a more open approach to defining them, and have done so with the beginning IT Service Management initiative in min

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  • Getting Started: 25 Core Functions of a CMDB

    Getting Started: 25 Core Functions of a CMDB

    CMDB, or Configuration Management Database, is a term associated, or at least has its origin, with ITIL, the set of IT Service Management best practices developed by the UK’s Government. The topic can

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  • Getting Started: 25 Essential Requirements for a Service Catalog

    Getting Started: 25 Essential Requirements for a Service Catalog

    This help guide provides twenty-five of the most important requirements for ensuring a best-in-class Service Catalog. These essential criteria are the building blocks for a solution that will serve yo

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