ITSM Service Request Fulfilment
Fulfil your service requests with our integrated Service Catalogue and request fulfilment processes.
1. What Does It Do?
- Deliver a catalogue of standardised products and services for greater control
- Define multiple levels of service such as Gold, Silver, and Bronze
- Track the lead and execution times for new products and services and the tasks involved in delivering them
- Keep a handle on costs and report on potential chargebacks
- Publish available products and services via the Self-Service portal for end-users to make requests, and track existing requests
2. Key User Benefits
- Improved customer satisfaction as expectations can be appropriately managed
- A more consistent delivery of products and services
- Greater control and visibility of the end-to-end services your organisation delivers
- Incident Management resolution is faster and more cost-effective with the support of a Service Catalogue
3. More Info
It’s not all about keeping the lights on. There’s a constant and growing demand for new products and services, with IT departments needing to constantly innovate in order to stay ahead. The need to manage this demand is critical to understanding and minimizing costs, while at the same time providing the services your business needs to grow, at the time it needs them most.
Sunrise IT Service Management allows you to create and sustain your own published Service Catalogue from a definitive, and approved, library of products and services. From this Service Catalog your customers can order pre-defined products and services from your IT Service Desk, and instinctively know what they’re getting, when they’re getting it, and how much it might cost.
All requests can be broken down into the specific tasks that are required to complete them. From initial authorisation to implementation, task templates can be built that automate the creation of tasks for common requests.
With Sunrise IT Service Management you can empower your customers to manage the services they need, at the time they need them, by making the Service Catalogue available via a Self-Service portal. New requests can be made, and existing requests tracked through the approval processes all the way to delivery.
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. "
"The implementation of Sunrise has enabled us to streamline our processes, improve the management of daily operations and provide a fully accountable service to our customers. The adaptability of Sunrise has enabled us to fully customise Incident Management across several teams to ensure that all bespoke requirements are delivered."