ITSM 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.
1. What Does It Do?
- Automatically search the Problem database for issues while investigating a customer’s issue
- Track the underlying root cause for all Problems
- Reduce the impact of Problems by publishing known errors and workarounds within the knowledge base
- Raise Change Requests to remedy underlying structural Problems
- Keep an eye on the financial impacts of problems and manage resource utilisation more effectively
2. Key User Benefits
- Faster resolution times
- Reduced calls
- A more stable IT environment
- Increased customer satisfaction
3. More Info
Effective Problem management sits at the heart of rooting out those underlying recurring issues that cause your customers to call. Left unchecked undiagnosed Problems have a significant and ongoing impact on your resources, availability of critical systems and services, and not to mention the reputation of IT.
Sunrise IT Service Management allows you to create new Problems from an Incident, or associate Incidents to existing Problems. By tracking details such as affected systems and information about potential workarounds, you can put important information in the hands of those who need it. You can even publish the problem details via self-service or via an announcement.
Fully integrated with Change Management processes, Problems can have Change Requests created for approval, or be associated to an existing Change record, providing full visibility from customer issue to the actual fix. Once the underlying issue has been resolved, and you close out the Problem, all associated Incidents are also marked as resolved, and populated with the fix details. Neat, tidy, smart working.
Improving the way in which you track and diagnose your Problems will increase visibility and transparency, improve knowledge sharing, and ensure more timely resolutions through effective Change Management. You can even reduce the likelihood of future issues by scheduling periodic checks on key infrastructure and services. Whatever your IT support needs, Sunrise has a solution for you.
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. "