Usability in ITSM Tools: What is it and How Do We Get it?
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... Read More
2020, Year of Pragmatic ITSM
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... Read More
SaaS 5 years in – myth vs reality
“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... Read More
Getting Genuine Business Value from ITSM Reporting
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... Read More
