Implement an Integrated Platform for IT Service Management
ChangeGear is a comprehensive web-based solution that automates and streamlines the process of reporting and tracking incidents, problems, and change requests. An intuitive user interface and built-in ITIL processes enable support staff to accelerate response times, resolve incidents more quickly and restore normal operations while minimizing the negative impact on business operations.
Improve service delivery with best practices - ChangeGear assists with service delivery, making sure that the IT department does what is necessary to deliver the expected level of service. All ChangeGear workflows and processes are based on the IT Infrastructure Library (ITIL) best practices. Even though the workflow is based on ITIL best practices out of the box, the built-in Workflow Editor allows you to modify the process to leverage other IT controls and best practices such as MOF, COBIT, ISO, etc.
Replace legacy helpdesk systems - ChangeGear can replace your existing or outdated helpdesk software with one new web-based IT Service Management (ITSM) solution. With ChangeGear’s ITSM solution you receive fully functional and integrated processes, including Incident Management, Problem Management, Knowledge Management, Survey Management, Change Management, Release Management, and Configuration Management Database (CMDB).
Utilize Seamlessly Integrated Processes - ChangeGear seamlessly integrates all modules and processes – meaning that information is shared and can be viewed and accessed by IT staff from any ChangeGear module. A powerful linking mechanism allows ticket association, providing the intelligence and insight necessary to resolve issues more effectively. The transparent integration allows service requests to move from one process to another without compromising data integrity and effort duplication.
Leverage the power of customization - With ChangeGear’s Dynamic Request Automation, you can leverage the power of customized forms and advanced workflows. To intelligently manage IT requests, the workflow and forms can dynamically adjust based on selections made within a ticket by the submitter. Automation can be triggered from a particular change type, priority of the ticket, or even if a critical resource is selected. You also have complete control of the end-user request form and IT staff ticket, including the layout, labels, and what fields are displayed.