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ChangeGear Service Desk

Simplify IT Service Management

The ChangeGear Enterprise Service Desk is a web-based IT Service Management (ITSM) software solution that enables IT organisations to efficiently resolve IT requests and track, manage, and control IT services. ChangeGear includes the seamless integration of key ITSM processes: Incident Management, Problem Management, Change Management, Release Management, and Knowledge Management.

The ChangeGear Service Desk solution automates IT processes and streamlines many of the repetitive tasks required to effectively manage demanding environments. An intuitive user interface and built-in ITIL processes enable IT staff to accelerate response times, resolve incidents more quickly, and restore normal operations – all while minimising the negative impact on business operations. With ChangeGear Service Desk, IT support staff can accelerate ticket resolution and achieve 360-degree visibility into IT service support processes.

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Whitepapers

IT Change Management:
Understanding & Implementing ITIL Best Practices

IT’s role in meeting Sarbanes-Oxley requirements

CMDB:
The key to infrastructure visibility

EMA Research Study:
Why Deploy CMDB


Datasheets

ChangeGear Service Desk Suite

ChangeGear Plus

ChangeGear Enterprise

Technical Requirements


ChangeGear Enterprise - Service Desk Features

Incident Management

Streamline and automate the process of reporting, tracking, and managing service requests.

Problem Management

Proactively identify root-cause to prevent future service disruptions. A Known Error Database is available to store any known errors for future analysis.

Change & Release Management

Easily track, manage, and control all IT changes made to your IT environment using the ITIL best practices framework.

Web 2.0 .NET Architecture

The intuitive Microsoft .NET web-interface makes it easy to use and simple to deploy. Even non-technical staff can use ChangeGear with little to no training involved.

Self-Service Portal

Web-based end user portal provides employees a single point of access for reporting and tracking service requests.

Knowledge Base

Enables employees to search a database to find solutions for temporary workarounds, known errors, and FAQs.

Business Policy Automation

Business rules engine will monitor ChangeGear according to specific rules and conditionally respond with the actions you specify. With the BPA, you can easily create new business rules and set up IT process automation and notifications.

Customisable Workflows

The standard workflow is based on ITIL best practices, but the built-in workflow editor allows you to customise the workflow to meet the needs of your organisation.

Notification & Alerts

Automated alerts about impending changes and email templates can be tailored for individual change notifications – ensuring the necessary personnel are notified at each stage in the change lifecycle.

Multi-level Approvals

Requests for approval are automatically sent to the approvers based on pre-defined conditions and progress within the workflow.

Task Management

Tasks associated with service request can be facilitated within the Change and Incident ticket. This allows you to assign tasks, track time, measure success rates, and calculate the dollar cost of IT services.

Personalised Dashboard

Performance dashboard displays real-time graphs, metrics, and KPIs – providing up-to-date information about the change activities within your environment.

Historical Audit-Tracking

Change activity is tracked and documented for troubleshooting and meeting compliance audit requirements. The historical audit-trail will tell you what actions were taken, when the action was completed, who completed the action, and record any comments provided.

Real-time reporting

Reporting is simple with ChangeGear. You can report on all aspects of IT change activities using our pre-defined reports or the built-in ad-hoc reporting tool. ChangeGear also integrates with Crystal Reports.

Announcement Calendar

Web-based calendar that enables you to create, schedule, automate, and track messages. This tool allows you to proactively inform your users about important IT matters and improve overall communication from the IT department.

Mobile Access

Perform various actions such as submit service requests, approve change tickets, receive notifications, and escalate tickets on a mobile device. Use this tool to quickly enter requests while performing on-site troubleshooting or to respond to approval notifications.

Web Services SDK

Seamless integration allows you to change-enable your organisation. ChangeGear can easily integrate with an existing system monitoring, network management, or help desk application.

Module Editor

Dynamic Request Automation

Intelligent handling of requests that leverage the power of customised forms, advanced workflows, notifications, and approvals.

Forms Authoring

Form authoring tools give you complete control of the layout, labels, what fields are displayed on the ticket, actions, and workflows.

Flex Module

Custom Module Creation

ChangeGear Flex Modules allow you to deploy new process oriented applications leveraging the powerful capabilities and web-based user interface of the ChangeGear platform. Partnering with our Professional Services team, you will be able to quickly deliver process oriented applications across your organisation, like project management, purchasing, or HR new hire process, without writing code. This includes the ability to modify and design forms, automate processes, create advanced workflows, and much more.