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ITIL Process – what and why?

ITIL Process – what and why?

ITIL – especially from v2 onwards, has always been essentially process-driven. The initial process focus was on two basics: service support and service delivery – i.e. providing all operative processes necessary for the handling of service interruptions and changes,...
Incident Management and ITIL

Incident Management and ITIL

Whatever the latest trends in ITSM – and indeed ITIL – at the heart of the matter is still the resolution of issues, ticketing,  AKA incident management. The most common scenario: something doesn’t work and the user needs help as quickly as possible, so they report it...
ITIL vs ITSM – Getting The Balance Right

ITIL vs ITSM – Getting The Balance Right

One of the potential pitfalls for an ITSM software vendor, in having such a significant public framework – in the shape of ITIL – to construct its solution upon, is in adhering too closely to those guidelines. It could also be described as a “lazy” approach to...
ITIL V4 – What is it and what’s important?

ITIL V4 – What is it and what’s important?

The past three decades has seen four major incarnations of the ITIL framework, from its origins in the late 80s, to V4 released in 2019. Each has built on the previous framework, sometimes in very much an evolutionary mode, but with ITL V4, that evolutionary stance...
How the ITIL Framework Has Moved With The Times

How the ITIL Framework Has Moved With The Times

When ITIL first emerged, it was very much a framework – a guiding hand – for building a service desk solution around. Yet even in its V1 iteration from the 1980s – defining the basic processes of service support and delivery – it hit upon a number of basic...