ITSM Self-Service
Let your users interact with your Service Desk using a simple browser-based, Self-Service portal. Empower users to raise new Incidents or Requests, search for solutions, or monitor existing known errors, or service outages.
1. What Does It Do?
- Your agents spend less time taking calls, increasing their productivity
- Customers can access and manage information from wherever they are, using their favourite devices
- End Users can check the status of existing issues, provide updates and submit feedback
- Proactively show the status of services your customers subscribe to, and any issues currently being experienced
- Publish simple solutions to common problems so that your customers can help themselves
- Retain total control over who has access to the important information within your Service Desk
2. Key User Benefits
- Increased productivity
- Reduced call volumes
- Improved customer satisfaction
3. More Info
Offering your customers a first class experience is really a must if you want to encourage them to adopt Self-Service instead of picking up the phone. Your agents may not be available 24/7 and many customers would rather try to fix issues themselves in the first instance. With a simple to use interface, customers can raise their own support calls, search for solutions within an approved knowledge base, and keep their own information up-to-date. Your end users can even use their own domain username and passwords to login. No need for yet another set of user credentials to remember, or forget.
Self-Service is a proven method of dramatically reducing the volume of Incidents being reported to your Service Desk, freeing your agents up to be more proactive on the issues that really matter.
Keeping everyone up to date with important information is easy with Sunrise ITSM. Whether it’s a simple announcement about service desk opening times, changes to people and processes, or information about service availability, Sunrise ITSM lets you make announcements to individuals, groups, or the entire company via Self-Service.
Offer your IT users a first-class experience with Sunrise IT Service Management, and let them manage their own support issues by encouraging the adoption of Self-Service over picking up the phone.
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."
