In recent months, we’ve written a lot about how technology is changing the modern service desk. Now we see how Knowledge Management in ITSM can benefit – with Intelligent Searching. We’ve also discussed the results of the Service Desk Institute’s “A View From...
Completing manual, repetitive tasks is a huge burden for IT service desks. It hinders efficiency, consumes a massive amount of time, and causes errors that must be identified, reported, and fixed. According to research, the average IT department spends an incredible...
Sunrise celebrated 25 years of delivering easy to use, adaptable Service Management software in 2019. It’s no mean feat for an independent software vendor to have flourished over this time, when so many well-known and far larger names have come and gone. We...
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...
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...
“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...
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...
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...
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...
