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David and Goliath – who are you betting on?

David and Goliath – who are you betting on?

A classic dilemma for an IT professional tasked with sourcing and procuring products and services for their company is: “do I play ‘safe’ or go with what looks the best solution, regardless of the provider?”. Put another way, this is often a vendor case of David...
ITSM: Best Of Breed Or Jack Of All Trades?

ITSM: Best Of Breed Or Jack Of All Trades?

It’s the age-old argument within the world of IT – create and integrate a solution using a combination of perceived best of breed products, or opt for an all-in-one alternative, with potential pros and cons in each case. The dilemma dates back even to the time when...
What are IT Service Management (ITSM) Tools?

What are IT Service Management (ITSM) Tools?

Modern organisations are utterly dependent on their IT infrastructure. If core IT services or systems are unavailable for just a few minutes, operations can grind to halt. To avoid this, most organisations implement rigorous IT Service Management (ITSM) systems and...
2020 – 10 ITSM lessons learned and tips for 2021

2020 – 10 ITSM lessons learned and tips for 2021

In 2020, life merged with the workplace, technology no longer respected boundaries and new requirements shouted for urgent attention. Read on for the Sunrise view of key lessons for ITSM to assist with a successful 2021. Adapt or fail. IT teams from North Wales Fire...
Are you in the Driving Seat for ITSM Reporting?

Are you in the Driving Seat for ITSM Reporting?

High on any IT service manager’s to-do list, ITSM reporting just has to be done, and frequently. SLAs, KPIs, team & individual performance metrics, budget and training justifications, we all know the ropes. The urgent ‘I need this report’ request from a department...
2020 – ITSM community shows strength

2020 – ITSM community shows strength

I think we’ll all be glad to see the back of 2020. The COVID-19 pandemic and all it entails has created a roller-coaster of a year which has tested our individual and combined strengths to the limit. At Sunrise, we hope we’ve done our bit to help to help the ITSM...
When ITSM becomes ESM

When ITSM becomes ESM

Over the past two decades, IT in general has seen a change in mindset, from technology-driven thinking to a solutions-based approach. The evolution of ITSM software into the wider remit of Enterprise Service Management (ESM) is just one enactment of this train of...
ITSM – Keep it simple but keep it flexible

ITSM – Keep it simple but keep it flexible

Within Sunrise itself, it is fair to say that, while the fundamental concept of its ITSM software – that of being a framework-based, flexible solution, rather than a hard-coded product – has remained the same from day one, the actual need to utilise these capabilities...
Integrating Crisis Management Within ITSM

Integrating Crisis Management Within ITSM

While IT in general is always looking to move forward, sometimes there are trigger points which dictate a rapid – and often unplanned – change, which can then be utilised in general, day to day use, rather than as a one-off response. Sometimes this arrives in the form...