ITSM 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.
1. What Does It Do?
- Build a comprehensive view of all contact interactions, the equipment they have, and the demands they place upon IT
- Accurately report on activities and identify your most common users
- Automate the population of the contact database by integrating with Microsoft Active Director or other LDAP Servers
- Contacts act like accounts allowing them to access self-service portal
2. Key User Benefits
- Increase visibility of all user interactions
- Get to know your supported users
- Avoid double-handling of contact information
3. More Info
Knowing who you support, what you support them for, and to what level, is vital in ensuring appropriate levels of support are provided when they are needed. Any lack of clarity can have a significant impact on the quality of support you provide not to mention the customer’s perception of IT.
Sunrise IT Service Management provides a centralised database of information about contacts, the departments they work for, and the locations they’re based in, so you’re never short of the right information when they need your support.
And there’s no need to double-handle contact information. You probably already have directories or other business applications that contain up-to-date contact information. You can integrate your Service Management platform with Microsoft Active Directory, or other LDAP servers, ensuring that new contact information is automatically added and you don’t need to duplicate their details.
All contacts managed within Sunrise IT Service Management can also have their own secure account to login to the self-service portal, allowing them to manage their own Incidents, requests and customer details.
Having a consolidated view of all your contact interactions ensures you gain a complete picture of your user-base, including a historic audit trail of conversations, training undertaken and acquired skills, Service Requests, and Incidents. A single picture of everything employee-related.
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."
"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."
"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."
"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. "