Luma ChangeGear

ChangeGear: Create A Robust Service Environment

INCREASED USER PRODUCTIVITY REQUIRES BETTER SUPPORT

Service and support management solutions continue to evolve as expectations for service delivery increase across the enterprise. As new technologies become available companies seek to both improve the level of service and reduce the cost of service. The two goals are related.

Customers expect a reliable and quick response. ChangeGear bolsters end user service with a variety of solutions including an AI Feature Pack for provide predictive analysis for IT analysts, a self-service portal and a virtual agent to speed end user requests and resolution.

THE FACE OF MODERN SERVICE DESKS

Luma Virtual Agent leverages AI technology to provide a personalized and relevant experience. Common high-volume requests such as resetting passwords or help with Wi-Fi access can be handled without involvement from an IT analyst.

Luma Virtual Agent can read a service catalog, understand the intent of the services within it, and while conversing with a user offer a cataloged service to the user that matches their need. There are many examples of how a virtual agent can resolve level one requests, as well as gather information to create a fully formed ticket when an analyst is required for resolution. Luma works natively across the ChangeGear platform, providing a seamless and integrated solution.

OTHER FEATURES TO ENHANCE SELF-SERVICE

In addition to the virtual agent, ChangeGear offers other forms of self-service.

A Self-service portal: A portal provides a central location from which to locate solutions for end users seeking help. A portal is included in ChangeGear Service Manager. It can be personalized to specific users or functional groups and across channels.

PRODUCTS

• ChangeGear
  • Change Manager
  • Service Desk
  • Service Manager
  • Self-Service Portal
  • AI Feature Packs
  • CMDB
• Luma
  • Virtual Agent
  • Knowledge

KEY BENEFITS

• Self-Service Portal
• Scalable
• Flexible
• Business Agility
• Time to Value

REDUCE SUPPORT COSTS

AI Feature Packs: ChangeGear’s set of AI Feature Packs leverage our native ML engine to take advantage of historical service management data to set up predictive analysis and recommendations. These recommendations minimize user effort to correctly identify and describe their issues. The result is more accurate descriptions, correct routing and assignments of work and prioritization. Issues are then handled quickly and cost effectively.

The Field Recommender speeds up ticket completion for an IT analyst by providing guidance on historical analysis and auto populating fields. Smart Responder helps improve engagement with end users by providing real-time answers and solutions from the knowledge base. In addition, resolution timing will be estimated (if not initially resolved) by comparing to similar historical requests.

ITSM AUTOMATION

ITSM automation will help the IT service desk run leaner and potentially extend support capabilities and availability. Service desk automation is available across many areas including business policy automation, SLA management, approval routing and VIP ticketing to name a few. A complete list is available on the ChangeGear 8 Feature Matrix.

FLEXIBLE LICENSING

Customer needs drive different models. From on premise to hybrid to cloud, Serviceaide offers different hosting options for ChangeGear. Licensing is also flexible with a combination of named users and concurrent users. Asset Licensing is available as discovered or managed assets with a CMDB option.

CHANGEGEAR MODULES

• Incident Management
• Problem Management
• Change Management
• Release Management
• Knowledge Base Management
• Service Catalog
• Service Portfolio
• Service Request Management
• Configuration Management
• Asset Management

LUMA INTEGRATIONS

• Existing Service Management Solutions
• Communication Channels
• Applications

ADVANCED CHANGE MANAGEMENT

ChangeGear originally began as a change management solution. For that reason, it is one of the most mature and robust change solutions in the market. Ask about advanced change features. From multi-modal change processes to hierarchical approvals to change window and blackout periods. If change and risk management is a focus, ChangeGear has advanced capabilities to meet your requirements.

ASK FOR A DEMO

ChangeGear is one of the most scalable and flexible ITSM solutions available. With modules that can address a complete service management solution. It is a no code solution that can be implemented quickly. No long periods of set up time and costly service engagements. ChangeGear has out of the box ITIL processes with configurable forms and fields.