Sunrise Software Blog - Latest News, Insights & updates

How to Improve Customer Satisfaction

The right helpdesk software for your customer service management endeavours can go a long way to improving customer satisfaction. In turn, customer service teams and businesses will benefit from enhanced systems in place. We’ve all heard the mantra “the customer is...

Prince 2

There’s a lot of coverage in the press at the moment about the end of ITIL. To be honest, I’m not convinced this is the case; ITIL has embedded itself in the way we work, the language we use, and the software tools that run our support service. It’s not ITIL that I...

What is quality?

When I was working as a developer, years ago, the IT Director decided that he wanted to improve the performance of the team by focussing on quality. As a result, we were all asked to go away into our teams and figure out what is quality, and how we could improve it....

Another job, another restructure

I started a new role this week, and the first thing that I’ve been asked to do is implement a restructure and set up a shared service. This is my third consecutive role where I’ve been involved in restructuring, and all of these projects have one particular thing in...

The changing face of the Service Desk

Over the last 10 or 15 years, server and storage technology has changed beyond all recognition, but one thing that has remained reasonably constant within the IT Department is the Service Desk. Granted, it may once have been called a Helpdesk, but the principle is...
No Room for Passengers

No Room for Passengers

When I apply for a job, I always ask the same question; is there a good IT Team in place? The response I get is invariably the same. A few exchanged glances across the interview panel, a pause, and then a measured reply along the lines of; “On the whole, yes, but...

Helping Out The Service Desk

It’s holiday season and we’re short staffed on the Service Desk at the moment. In our business, summer is the busiest season, so July and August tend to be our problem months. In order to cope, we’re trialling a system whereby everyone in the IT Department is by doing...

Turning Threats into Opportunities

I wrote last week about our printer rationalisation project, which is one of a number of projects designed to reduce costs, but which can be seen as a threat.  It is time to take turn threats into opportunities. Costs are very much on the corporate agenda at the...