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 or SOAP APIs
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
"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?'"
"Sunrise works perfectly for us, it’s a fantastic piece of software – a value-add for our business."
"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."
