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.
1. What Does It Do?
- Classify Incidents quickly and gain a full audited history of all customer support interactions
- Increase first call resolution with detailed performance tracking of Service Level Agreement
- Monitor supplier performance for the role they play in resolving escalated issues
- Associate Incidents to Known Errors, Problems and Changes
- Raise Incidents via multiple channels of communications including phone, email, Self-Service or even an external application using our REST API
2. Key User Benefits
- A more efficient Service Desk with faster resolution times and happier end users
- Lower overall costs of service delivery
- Increased visibility across all Service Desk activities across Service Management disciplines
- A more consistent approach to service delivery
3. More Info
Service Desks are inevitably busy places. With disruptions to services happening, customer requests for information, and other day-to-day activities, we know that sometimes issues can fall into black holes. Organisations need to closely manage the competing demands for Service Desk resources, and rise above the noise, to provide a comprehensive Incident Management process.
Sunrise IT Service Management (ITSM) features fast Incident classification and instant access to past Incidents, Known Errors and a library of knowledge articles in order to increase your first call resolution. With Sunrise ITSM it’s easy to escalate complex issues to individuals, resolver teams, or even suppliers, to identify the resolution you need to get your customer working again. What’s more, this needn’t be a manual process thanks to an integrated business rules engine that allows you to automate key processes, such as routing Incidents to appropriate resolver groups, based on classifications or key events.
With Sunrise IT Service Management (ITSM) you’ll get a flexible way of logging, tracking and resolving your Incidents. Prioritisation of Incidents becomes a breeze, with automatic service level tracking, escalations, and proactive notifications to support analysts via internal messages, texts, or customisable e-mails.
With Sunrise’s 100% browser-based interface, you’ll always have access to your Incident queues no matter where you are, what device you have with you, or what time you access it.
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."
"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. "
"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."
"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."
