Is your SaaS Service Desk software hosted in the UK? Do you know exactly where your ITSM data is, at all times? Does this matter to you, your staff or your customers? Can your supplier transparently tell you where your data is stored and processed – in the UK or...
The world has never been as obviously reliant on technology as it is now, during a pandemic which dictates that we are remote from others, while maintaining high levels of communication. IT Service Management, so often seen as the backroom fixer has leapt to meet the...
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...
When is ITSM automation of benefit? Wherever completing intensive, repetitive tasks is the norm – manual processes place a huge burden on IT service desks. These manual steps hinder efficiency, consume large tranches of time unnecessarily, and allow for errors to...
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...
