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SunView Software ChangeGear Service Request Management Review

Product Snapshot

Product Pricing

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Product is a web-based change management solution that utilizes Microsoft .NET platform. Cloud or On-Premises – flexible delivery options to meet user needs.

Customer Focus

Built on a foundation of ITIL best practices, ChangeGear provides a modern, powerful, and flexible IT Service Management solution for corporations from industries including Legal, Healthcare, Utilities, and Media, as well as, Federal, State and Local Government Agencies.

Select Customers

Susquehanna, Dallas County Community College District, St Luke’s Hospital, HD Vest Financial Services, Womble Carlyle

Case Studies

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About ChangeGear Enterprise Service Request Management

SunView Software ChangeGear Service Request Management Separate Requests from Incidents
Implementing the ChangeGear Service Request Management module allows IT Organization to better manage the most common and low-impact Incident types in a more efficient and cost effective manner while improving ITIL-based processes. With Service Request Management users are able to request information or advice, as well as, a standard change or access to an IT Service.

Building a Service Request Management Queue
With the addition of the Service Request Management module, incidents categorized as requests can be fulfilled in a separate ticketing stream. This allows better management, tracking, time management and ROI.

About the Company

SunView Software, founded in 2003, is revolutionizing the way IT organizations manage IT services across the enterprise. At the core of all this change is a holistic approach to developing solutions that enable the automation of critical IT processes based on the ITIL best practices framework.

SunView’s flagship product, ChangeGear, is an integrated, IT service management platform for automating IT best practices. This includes solutions for service management, change management, configuration management, self-service management and more. Based on the ITIL best practices framework, SunView’s ChangeGear products automate and streamline IT processes. SunView’s customers see the results of having a great solution for automating ITSM processes – greater visibility into IT infrastructure, improved system uptime, reduced operational costs, improved security, and enhanced customer service. Of course, this is all done with the added benefit of an intuitive and easy-to-use interface. ChangeGear® was designed to be easy-to-implement, easy-to-use, and easy-to-customize. This solution is already helping hundreds of IT organizations deliver real business value across the enterprise.


Service Request Management Features

Business Problems
  • IT needs to streamline their incident management process by reassigning requests to the Service Request Management module.
  • Organization wants to implement a more mature IT best practices (ITIL) to improve IT efficiencies.
  • Organization needs a more robust solution to meet the needs of the business.
  • IT can’t handle the volume of standard change requests and needs to standardize and improve ticket management.
  • Regulatory compliance is driving the need to improve the audit trail of standard IT requests.

Why ChangeGear

  • Easy to Use – intuitive interface makes it easy to learn for staff and end users
  • Simple to Deploy – deploy in days, not months
  • Cost Effective – low total cost of ownership when compared with other enterprise ITSM solutions
  • Seamless Integration – easily integrate with other systems or processes
  • Flexibility – quickly adapt processes to meet your business needs without coding
  • ITIL Alignment – out-of-the-box ITIL workflows for fast ROI
  • Cloud or On-Premises – flexible delivery options to meet your needs


  • Separate your Service Request Fulfillment from Incident Tickets
  • Easy escalation to Incident, Problem or Change
  • Raise the level of your ITSM maturity
  • Dramatically improve customer satisfaction
  • Increase SLA reliability


Service Request Management Screenshots


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