Business Management for Service Providers

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.

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.

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.

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.

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.

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.

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.