December brings to a close another busy year for Sunrise. In continuing uncertain times, affecting our lives both at work and at home, I’m proud to say that our team has continued to support our customers – many front-line organisations themselves – with great...
What better way is there to predict ITSM trends than to ask the audience? Clear trends in ITSM for 2022 were indicated in recent research from the Service Desk Institute (SDI), sponsored by Sunrise. The future of ITSM This clearly lies in continuing the successes of...
For a Service Provider, managing potentially thousands of customers, each with possibly several contracts – all with different start-end dates, and with multiple SLAs in place – is a support nightmare. Remember, every customer thinks they are “the special one”. So,...
Probably since the Ancient Greeks, “can I get a report on this?” has been a commonly heard request from management, customers, sales, marketing and all, regardless of the business in hand – after all, there have always been dissatisfied customers… Back then it would...
For an IT Service Provider, as if winning a customer in the first place isn’t hard enough in what is a devilishly competitive marketspace, then holding onto them can prove even harder, as other MSPs try to tempt them away. Regarding the latter – customer retention –...
IT Service Management (ITSM) or the artist formerly known as ‘helpdesk’ has been around now for several decades. Throughout that time, it has primarily been linked to the enterprise, very much seen as a ‘must have’ application for managing an enterprise’s user base –...
Selecting an ITSM solution to match your needs can be a major undertaking. You only have to search for ‘ITSM Solutions’ and you’ll arrive at the choice of any number of vendor websites, who on the face of it offer the same narrative and feature set, similar ITSM...
A question we’re frequently asked is regarding the Return On Investment, or ROI of ITIL – and whenever it comes around, it’s not one with a short answer. ITIL itself is a framework, a guided set of practices which enable the improvement of IT and related services’...
Accelerate, Shift Left, Automate IT Support. As a direct result of COVID-19, the majority of respondents to a recent SDI survey* said that their main service & support strategy will now focus on shift left and enabling the self-sufficient user along with moving...
