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Business Management for Service Providers

Gain control of the business operations that impact the delivery of your services. Extend the use of your Service Management platform across complementary activities, share information and don’t act in a silo.

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Building better customer relationships

Your business benefits greatly from operational efficiencies and sharing information consistently across multiple departments. Building a single picture of your customers from the beginning of the relationship onwards empowers you to build better relationships with those that matter, and ensures that your organisations goals are achieved. However, if handled badly each area has the potential to significantly impact your organisation with the negative impact felt on the bottom line, on your reputation, and on your operational effectiveness.

Sunrise Service Management provides the features you need to track your customer journey with integrated crm-style contact management features and sales opportunity management. Risk and audit management functionality ensures improved governance and auditable proof of regulatory or legal compliance.
Great teams don’t work in silos. Having a Service Management application in place that will help you manage your business will not only save you time and money, but will also ensure that you act in an efficient and collaborative manner.
ITMS Software
ITMS Service Management Software
ITMS Service Management Software
ITMS Management Software

Risk Management

Build a standardised approach to risk management across your IT estate, and other operational areas, and proactively manage known risks and their mitigation strategies

1. What Does It Do?

  • Identify risks across changes, releases, complex projects, operational departments and external suppliers, and calculate their risk rating on a matrix of probability vs impact
  • Develop mitigation strategies by implementing controls based on your risk appetite
  • Regularly test and record the outcomes of the effectives of any implemented controls
  • Schedule risk assessments and identify deficiencies in the current mitigation strategy, and recommendations for future improvement
  • Gain a detailed view of the true cost of controlling the risk versus the costs associated with the impact of the risk

2. Key User Benefits

  • Reduced risks within your IT operations
  • Increased visibility of potential risks
  • Clear visibility of costs of risks vs mitigation strategies

3. More Info


IT risk management is moving much higher up the corporate agenda with high-profile IT outages resulting in loss of reputation, loss of business and in some cases, significant financial penalties from regulators.

Left unchecked risks of all sizes can have a huge impact on an organisation’s operational effectiveness, reputation, and finances. With IT environments becoming increasingly complex and burdened by regulatory pressures, improving the visibility of inherent risks, and in turn, implementing strategies to mitigate them, is of increasing concern for many. Sunrise IT Service Management lets you build a standardised approach to risk management across your IT estate, as well as other operational areas across the whole of your organisation. By proactively managing known risks and their mitigation strategies you can establish a clear picture of threats and opportunities to your operational effectiveness.

Each identified risk is assessed based on the impact and probability to understand the overall risk rating, risk appetite and treatment plan. To mitigate the impact or probability of the risk occurring many controls can be defined to bring the risk in line with the target risk rating. Over time each control can be regularly tested to ensure it remains appropriate and cost-effective.

Effective risk management ensures you’re better prepared, promotes a continuous improvement cycle, and reassures stakeholders. With Sunrise IT Service Management you can move away from constantly firefighting, by improving visibility, and identifying potential gaps and improvements in your processes that can be used to further reduce risk.

Successful auditing provides increased oversight across an organisations business processes and visibly demonstrates adherence to compliance obligations. Failure to do so can lead to financial or reputational losses, and of course affect customer or employee satisfaction. With Sunrise ITSM you can reduce the complexity of your compliance processes, and ensure full traceability and visibility of all activities and audit results.

Training and Skills

Streamline training requests and approval processes, and see a complete picture of all delivered training and the skills acquired by your staff.

1. What Does It Do?

  • Manage training dates, course outlines, costs and suppliers
  • Delegates can request attendance via the self-service portal
  • Automatically allocate acquired skills based on successful completion of the training course
  • Keep a historical record of all training attendees, results and skills and ensure that all staff have the necessary competence to fulfil their roles
  • Gamify training attendance and skill development using integrated gamification features

2. Key User Benefits

  • On-going training and skill development will increase motivation and reduce staff turnover
  • Increase detailed knowledge and easily identify knowledge gaps and training requirements
  • Improved customer satisfaction through more consistent and detailed support
  • Gain visibility over training activities and manage all training in one easy location

3. More Info


Keeping track of the training that your staff have and haven’t yet attended is critical to knowing whether they have the suitable skills in order to fulfil their role. In some situations knowing this training is both in place and current is critical to demonstrate an employee’s competence.

Sunrise ITSM allows the tracking of the training courses that your employees have attended, as well as the skills that they earned along the way. While adding a training course it’s possible to specify not only the details about the course, such as the date, length, cost and maximum number of attendees, whether it’s an internal or externally delivered course, and how is it delivered, but also the skill that will be earned by attending the course

Sunrise ITSM streamlines the whole training request and approval process, and provides a complete picture of all delivered training and the skills acquired by your staff.


Improve your products, services and processes by harnessing the creativity of those around you.

1. What Does It Do?

  • Implement peer review and approval cycles for submitted ideas
  • Consistently score approved ideas relating to their impact and business benefit
  • Allow staff and customers to vote for the most popular ideas
  • Focus energies on improvements with the greatest payback
  • Implement ideas and track each individual task

2. Key User Benefits

  • Access to the creative potential of your staff and customers
  • Increased innovation based on real experiences
  • Improved processes, products and services

3. More Info


Your staff and customers are a constant source of innovation, whether it’s new products and services, or improved ways of doing things. However, it’s sometimes too easy to overlook their input.

Harness the creativity of those around you and manage all moments of inspiration with Sunrise Service Management. All submitted ideas can be manager approved, and peer reviewed, with approved ideas scored according to their business impact and likely benefit. Ideas can even be voted on by staff and customers, helping the truly great innovations with the most popular outcomes to rise to the top.

When it comes to implementing approved innovations, tasks can be created and assigned to individuals for action at the appropriate time. Customers and staff can keep up-to-date with the progress of their suggestions via the self-service portal.

Let Sunrise Service Management manage your ideation processes and don’t miss out on the creative potential of your staff and customers.


Whether praise or complaint, there’s always something positive to learn from customer feedback. Keep everyone informed from the beginning of the process to a satisfactory conclusion.

1. What Does It Do?

  • Track the priority of feedback across all customers whether positive or negative
  • Identify feedback based on customer contract and identify poor performing products and services
  • Break down actions as tasks and assign to respective owners to implement
  • Keep customers up-to-date at all times via the self-service portal or email

2. Key User Benefits

  • Increased visibility of all customer feedback
  • Improved collaboration and communication
  • Reduced calls to the service desk or customer account manager

3. More Info


Praise or complaint? Whichever it is it’s important to capture, investigate and action all customer feedback appropriately. Without a controlled process customer feedback can become lost in a myriad of email trails and informal discussions, leaving everyone wondering what the latest update is and what progress has been made. Frustrating for everyone – especially your customer.

Sunrise Service Management provides a dedicated process for managing all customer feedback so you’re always up-to-date with the latest status, and can easily keep customers informed along the way. Tasks can be created and assigned for investigation, approval, and remediation activities, so you can enjoy a full audited history of everything that’s happened from the beginning of the process to a satisfactory conclusion.

Customers can use the self-service portal to raise new feedback, or provide updates to existing issues, keeping them informed every step of the way. So whether it’s praise or complaint, there’s always something positive to learn from customer feedback. Let Sunrise Service Management take the frustration out of your feedback process.

Customer Relationship Management & Opportunities

Manage all contact interactions, prospects and your sales pipeline by tracking all leads from initial discussions through to active customer projects, and beyond.

1. What Does It Do?

  • Manage your leads and sales opportunities in a centralised database of prospects and customers
  • Create tasks to remind you of important activities
  • Track sales opportunities against marketing campaigns to understand ROI
  • Keep track of important contacts and their roles within the buying process
  • Record and share competitor activities, strengths and weaknesses
  • Automatically create new customer contracts and projects on the successful winning of a new sales opportunity

2. Key User Benefits

  • Historic record of all prospect and customer interactions
  • View of competitor activity, strengths and weaknesses
  • Accurate forecasting and improved demand management

3. More Info


All companies need new customers and new sales opportunities to grow revenues and market share. Managing and nurturing relationships over time requires discipline so as to keep everyone in the loop with forecasted new business volumes and revenues, as well as the anticipated demand for products and services. Critical for capacity planning and ensuring you’re one step ahead of the market.

Whereas most Service Management platforms simply focus on the key processes for supporting customers during post-sale, Sunrise Service Management provides the capabilities you need to manage your sales pipeline, forecasted revenues, and the likely schedule for your closing opportunities. What’s more, with its integrated contact management capabilities you can create a historical library of all interactions from the beginning of the customer journey to the end.

Sunrise Service Management provides a complete view of information about all your contacts. Whether they are future prospects, existing customers, or the partners you rely on for the services you provide, you’ll always have access to up-to-date information on the companies they work for and the locations they’re based in, the services and equipment they use or provide, as well as the contracts you have in place. Tasks can be scheduled and assigned for call-backs, customer communications, arranging meetings for account discussions, and other activities critical to building relationships and generating future opportunities.

Managing sales opportunities is easy with Sunrise Service Management. You can track potential revenue opportunities from initial contact to closure, whether new business sales or customer upgrades, building a history of all completed and scheduled activities, proposed products and services, competitors encountered, and the key individuals involved in each opportunity. At a glance you can see the value of your future opportunities and the stage they’re in, helping you to be more productive and consistent.

Invoicing & Charging

Improve commercial visibility by linking invoices directly to the activities, expenses, project milestones, and contract schedules they relate to.

1. What Does It Do?

  • Raise invoices from Incidents, Changes, Customer Contracts, Projects, and Company records
  • Link invoices back to the activities, expenses, project milestones, and contract schedules they relate to
  • Manage the lifecycle of an Invoice through a full approval process before submitting for payment
  • Integrate invoiced information with other financial applications

2. Key User Benefits

  • Increased traceability over invoices
  • Reduced double-handling of information
  • Improved visibility of customer contract status

3. More Info


During the lifetime of a customer contract there will always be milestones that require invoices to be generated on a specific schedule. Indeed, depending on the contract type there may be the need to raise ad-hoc invoices based on time and expenses consumed in the provision of the support or service. With Sunrise Service Management you can link raised invoices to the activities they relate to, whether based on project work, incurred out of contract expenses, or on-site customer field service visits.

Sunrise Service Management allows Invoices to be raised, approved, rejected or queried, and then finally submitted for payment. Invoice information can then be passed to accounting software for processing leaving a full record of invoice history within your Service Management platform for each customer and contract.

With simple exporting, or via the Sunrise web service API, approved invoice information can easily shared with financial applications ensuring everyone is always up-to-date with the current financial position.

IT Audit Management

Reduce the complexity of your compliance processes, and ensure full traceability and visibility of your audit results. Build confidence in processes and demonstrate compliance.

1. What Does It Do?

  • Keep a record of all policies, guidelines, clauses and other supporting documentation affecting your organisation
  • Audit your departments, projects, releases, risk mitigating controls and external suppliers to ensure compliance with policies and regulations
  • Build and audit plan including checklists for specific auditable clauses, and identify the audit team
  • Manage audit observations, non-conformances and identify corrective and preventative actions for resolution
  • Track the time taken and any costs incurred during each audit

2. Key User Benefits

  • Ensure compliancy against corporate and legislative requirements
  • Increased visibility of non-conformances
  • Aid continuous improvement through repeat auditing
  • Improved visibility of the true costs of compliance

3. More Info


Regularly checking the compliance of your business processes and operational IT activities against those stated through your policies, regulations, and other agreements, is vital in proving adherence to corporate governance. But the volume and complexity of your compliance requirements is growing year-on-year, and you need to ensure that your audit processes are adequately reducing the risk of non-compliance. Sunrise ITSM provides a single, centralised system ensuring full visibility that your compliance obligations are being fulfilled. Many different types of audits can be managed including internal, operational, IT, and supplier audits, as well as any follow-up audits required to ensure recommendations are implemented.

During an audit a detailed record of all audit observations can be prepared including any recommendations. Action plans can be drawn up with tasks assigned to owners to correct any deviations or process failures.

Successful auditing provides increased oversight across an organisations business processes and visibly demonstrates adherence to compliance obligations. Failure to do so can lead to financial or reputational losses, and of course affect customer or employee satisfaction. With Sunrise ITSM you can reduce the complexity of your compliance processes, and ensure full traceability and visibility of all activities and audit results.

Customer Success Stories

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"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."

Judy Barker
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"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."

Womble Bond Dickinson
IT Services Manager
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"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."

Bidfood - Matt Wilsher
Head of IT Services

"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."

NHS Merseyside
Head of IT Service Operations
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"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."

Plymouth University
Service Improvement Manager

"Flexibility, scalability, customisation and speed of&nbsp;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."

WM Housing
Senior Administrator

"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."

Nicki Burton

"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. "

Steve Haslam

"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."

Sue Keating
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