Usability in ITSM Tools: What is it and How Do We Get it?
Everybody agrees that usability is a vital component of ITSM tools. Nobody would doubt it, least of all us. According to research by the Service Desk Institute, usability is the #1 customer frustration with ITSM tools. But… what does usability actually mean? What is... Read More
2020, Year of Pragmatic ITSM
Let’s raise a glass to common sense! With 2019 coming to an end, at Sunrise we’re celebrating 25 years in business, enjoying the Ups and commiserating on the Downs of the world of IT Service Management. If one thing strikes me though, as the world goes through all... Read More
SaaS 5 years in – myth vs reality
“It’s not secure. Compliance concerns are too great to risk. We must be in control. Isn’t there an unacceptable risk of downtime? What happens as we grow – will the solution scale and perform acceptably? In the long term isn’t it more expensive than simply purchasing... Read More
Getting Genuine Business Value from ITSM Reporting
Reporting in the ITSM world can be a bit hit-or-miss but is hugely important – one of the key concerns raised once again in the 2019 ‘SDI View from the Frontline report’. There’s so much data to work from, and so many people to inform, that quite... Read More
Bidfood: Changing the perception of IT in your organisation
Bidfood When your company mantra is ‘Service Excellence’, and awards adorn the organisation from the CEO down, any team can become frustrated if circumstances mean they are offering anything less. Faced with an outsourced IT Service Desk, which was a cause of... Read More
How to Future-Proof your Service Desk – tips from a SDI workshop
The SDI ran a one day workshop recently on the topic of ‘future-proofing’ the service desk. It’s a wide-ranging subject but an important one in developing successful long-term business services. Here are some of the ideas we heard. The over-arching theme of the day... Read More
SDI View from the Frontline report – ITSM vendor view
Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers are happy with the tools they use, their capabilities and the service they... Read More
