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Enterprise Service Management (ESM)

Achieve excellence and control with our Enterprise Service Management (ESM) system.
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Key Challenges Solved by Enterprise Service Management (ESM)


Enterprise Service Management (ESM) offers a comprehensive solution to address the key challenges faced by businesses. By adopting ESM practices, companies can streamline operations, enhance customer satisfaction, and achieve their strategic goals.

One of the primary challenges that ESM tackles is the issue of siloed service delivery. Traditional service delivery models often result in disconnected departments and processes, hindering collaboration and efficiency. ESM promotes cross-functional integration, breaking down silos and fostering seamless communication and coordination between teams. This integration leads to enhanced visibility, streamlined workflows, and faster resolution of issues.

ESM also addresses the problem of fragmented IT infrastructure. In many organisations, IT services and assets are scattered across different systems, making management and maintenance complex. ESM provides a centralised platform that consolidates IT services, assets, and processes, offering a unified view of the entire infrastructure. This centralised approach enables businesses to optimise resource allocation, minimise downtime, and improve overall IT governance.

Customer Success Stories

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"We’ve been using Sunrise for nearly three years, without any failures, giving us reassurance and allowing us to focus on supporting the work of the council, its staff and councillors. We particularly like the ease of use, and the intuitive interface that we’ve been able to customise to meet our needs in every area."

Judy Barker
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"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."

Womble Bond Dickinson
IT Services Manager
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"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."

Bidfood - Matt Wilsher
Head of IT Services

"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."

NHS Merseyside
Head of IT Service Operations
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"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."

Plymouth University
Service Improvement Manager

"Flexibility, scalability, customisation and speed of&nbsp;implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."

WM Housing
Senior Administrator

"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."

Nicki Burton

"Thanks to Sunrise and ITIL we’re confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world. "

Steve Haslam

"For us Sunrise were the clear choice. The system has a broad range of features and functions and it was the most cost effective answer to our needs."

Sue Keating

The Service Desk approach to Enterprise Service Management…

With over 20 years’ experience providing service desk solutions for departments ranging from IT to customer service to facilities, we have huge experience in managing and automating processes, workflow and tasks..

The Service Desk approach to Enterprise Service Management ensures that teams have:

  • A single platform for complete control
  • Full visibility of data across multiple departments 
  • Improved employee relations
  • Increased responsiveness to the needs of the business
  • Quickly upskilled staff
  • A consistent level of service to the organisation
  • Reporting & analytics, provided with powerful options to showcase the right information

What’s Included?

Sunrise ESM provides over 20 services designed to optimise your internal & external systems.

Service Desk

ESM service desk provides a centralised location to track all queries and cases efficiently and effectively

Employee Management 

Provide quality employee support with easy access to your employee’s / customers latest and most accurate information when you need it

Service Provider & Contract Management 

Keep track of the providers of external products and services that underpin your processes

Reporting & Analytics

A wide range of easy-to-access reporting options that will provide the information you need, when you need it

Learn more about Sunrise

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