This practical guide looks at 5 service desk-driven operations which help improve customer experience inside and beyond the IT organisation. Read on… 1. Multi channel self-service puts the customer first Firstly, we’re going to look at how multi channel...
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...
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...
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...
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...
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...
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...
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...
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...
