TAMPA, Fla., Oct. 15 /PRNewswire/ -- SunView Software, a leading provider of IT Service Management solutions, today announced the release of ChangeGear(TM) Service Desk, an easy-to-use and simple-to-deploy, Web-based solution that streamlines IT service support processes and improves customer satisfaction. ChangeGear Service Desk is the latest addition to the ChangeGear Enterprise Suite, which helps IT organizations more effectively track, manage and control their IT services and infrastructures.
ChangeGear Service Desk enables IT organizations to efficiently respond to service requests from employees, customers and partners while minimizing the negative impact on critical business services. By employing ITIL best practices, ChangeGear Service Desk focuses on workflow automation, intelligent incident and problem handling and integrated support processes. Rather than simply tracking and recording issues, ChangeGear Service Desk takes IT support to the next level by:
-- Providing a single point of access for submitting requests,
tracking status and locating workarounds
-- Automatically assigning and routing incidents based on priority and
type
-- Proactively notifying stakeholders of status at each stage of the
request lifecycle
-- Relating multiple incidents to a problem with one click
-- Integrating and authenticating with Microsoft Active Directory
-- Allowing support staff to stay connected and remain productive via
mobile devices
-- Sharing data between applications to eliminate errors and
duplication, and ensure accuracy and consistency
"Enterprise IT managers are under enormous pressure to provide high- quality service to their users, customers and partners," said Seng Sun, CEO of SunView Software. "They are now beginning to leverage the ITIL framework as an essential process to achieve compliance and improve operational efficiency." ChangeGear Service Desk simplifies the way service requests are handled through the use of built-in ITIL workflow and pre-configured settings, which allows IT organizations to quickly realize the benefits of the system. Moreover, ChangeGear Service Desk automates many of the routines and repetitive tasks associated with managing incidents and problems.
ChangeGear Service Desk 3.5 tightly integrates three complementary components that include:
ChangeGear Self-Service Portal: Empowers end users, customers and
partners to self-serve by troubleshooting and solving their own
issues. The searchable Knowledge Base provides easy access to known
problems, temporary workarounds and frequently asked questions.
ChangeGear Incident Management: Automates and streamlines the process
of reporting and tracking service requests and helps IT support staff
improve response times and resolve incidents more quickly.
ChangeGear Problem Management: Accelerates problem identification and
root-cause analysis of underlying issues using the ChangeGear CMDB.
ChangeGear Service Desk is the newest component of the ChangeGear Enterprise Suite (Incident, Problem, Change, Configuration and Release Management). Built on Microsoft .NET, ChangeGear is designed with the flexibility to allow organizations to deploy one specific module, a combination of modules, or the entire suite - depending on their unique business requirements.
Availability
ChangeGear Service Desk is immediately available and can be purchased as a standalone module or as part of an integrated suite. For more information, contact a SunView Software sales representative at 800-390-4169 or email sales@sunviewsoftware.com.
About SunView Software Inc.
SunView Software is a leading provider of IT Service Management software that enables companies to better track, manage and control their IT services and infrastructures. Based on the ITIL best practices framework, the SunView ChangeGear Enterprise Suite streamlines IT processes and allows companies to gain greater visibility into their IT infrastructure, reduce system downtime and ensure regulatory compliance. Based in Tampa, Florida, SunView Software is privately held. For more information, visit the company's web site at http://www.sunviewsoftware.com/.
SunView Software
