Service Desk Institute Performance Management
Demonstrate the true IT support capabilities of your Service Desk, and spot predicted future trends, with these Service Desk Institute accredited performance reports for Sunrise IT Service Management.
1. What Does It Do?
- Track the demands placed upon your Service Desk and your performance metrics as you meet them
- Better understand your backlog and the volume of work undertaken
- Track adoption of self-service capabilities and the effectiveness of your knowledge base
- Identify the true cost of service provision
- Track customer satisfaction over time
2. Key User Benefits
- Supports your journey to achieving SDI accreditation
- Benchmark Service Desk performance improvements over time
- Improved visibility of key Service Desk metrics
- Increased customer satisfaction as performance improves
3. More Info
The Service Desk Institute (SDI) defines the best practice standards that all Service Desks around the world aspire to attain. SDI best practice standards allow organisations to drive towards Service Desk performance improvements, developing them into a key business function that delivers increased value to any organisation. Sunrise Service Management contains a suite of reports that are approved to meet Service Desk Certification. These SDI Performance reports are a vital component of your evidence pack when pushing towards the award or renewal of your SDI Certification. Sunrise Service Management includes everything you need to demonstrate your Service Desk performance and progress over three, six or twelve months.
Using the Sunrise Service Management integrated SDI performance reports you can demonstrate ‘Value to the Business’ and support ITIL® continual improvement processes. While SDI accreditation is not for the faint-hearted, Sunrise Service Management makes it easier for you to define part of your core evidence pack. Used in conjunction with the integrated suite of Reports, Dashboards and Wallboards, the SDI approved Performance Reports ensure a comprehensive reporting suite to cover all your Service Desk aspirations.
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"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."
"Thanks to Sunrise ITSM SaaS we are now aligned to ITIL and can push this approach through the entire business. Not only have we improved how we handle our workload, but we can demonstrate our success through more detailed, business-focused reporting."
"Sunrise really is configurable, flexible and cost-effective, giving us the ability to make continuous improvements so support is as seamless for users as possible."
"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."
"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."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of 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."
"Sunrise has the right combination of cost, a user-friendly interface and functionality, alongside the web-based, cross platform accessibility, which enables the teams to login to the platform via mobile devices such as tablets and smartphones. This combination sets Sunrise ITSM apart from the competitive offerings that we reviewed."