Service Desk Software - IT Services Management - Sunrise Software

Watch this short demo for an overview of key service desk software features.

 

 

Total control of your service desk

From the moment a support call is raised with your service desk, it is vital that great customer service is the priority. Sunrise Service Desk software is delivered as part of our IT Service Management platform and is fully functional and highly configurable for teams that support internal users, external business customers, or both.

We understand how important the Service Desk is to all areas of the business, and so we have created a range of services within Sunrise ITSM that are designed to ensure that your Service Desk agents have the information they need, when they need it.

  • Easily adopted Self Service Portal with extensive capabilities as standard
  • Proactive alerting and information on status of all records
  • Full visibility of work queues, tasks and impacts
  • Dynamic searching of records, matching incidents and requests with knowledge articles and resolutions
  • Automation of common request processes
  • Real time reporting, dashboards and wall boards
  • Extensive configurability to tailor views to the needs of individuals, groups and teams
  • Ready integration with other widely used tools including Jira, Teams and Slack

What’s Included?

Within Sunrise ITSM, the following Service Desk services are available:

Incident Management

Speed up Incident classification, increase your first call resolution or escalate complex issues to resolver teams with the help of Sunrise Incident Management.

Request Fulfilment

Fulfil your service requests with our integrated Service Catalogue and request fulfilment processes.

Problem Management

Sunrise IT Service Management has all the tools you need to manage the process of digging deep for the underlying causes of customer issues.

Knowledge Management

Compile and publish information such as symptoms, cause and resolution details across your Service Desk. Better resolve customer incidents, and track workarounds to problems and known errors.

Service Level Agreements

Track Service Levels for end-users, assets or departments, and set base targets against priorities for the hours you work. Keep on top with alerts when your commitments are in danger of being breached.

Contact Management

Gain a complete picture of all employee interactions from Service Requests and Incidents, through to allocated IT equipment, training undertaken, and all acquired skills.

Self-Service

Let users interact with your Service Desk using a simple browser-based, Self-Service portal. Raise new Incidents or Requests, search for solutions, monitor existing known errors or service outages.

Announcements

Ensure everyone is up-to-date with the latest Service Desk activities and information by publishing announcements to staff and supported end-users.

Gamification

Engage, motivate and reward your Service Desk staff with gamification. Earn badges for great customer service, compete in challenges against peers and level-up to show everyone your support prowess

Service Catalogue

Meet customer demand by quickly and easily creating and maintaining your own library of products and services with the help of Sunrise Service Catalogue.

What Our Customers Say

Using Sunrise ITSM

Leading law firm Womble Bond Dickinson uses Sunrise’s ITSM functionality to track the numerous services that IT supports. “IT teams understand that they need to constantly improve if they are to deliver the service that the wider business demands. Womble Bond Dickinson has embraced this drive for continuous improvement and is seeing the benefits that better control, automation and powerful reporting deliver across its operations.”

Would you like to learn more about Sunrise?