ITSM Contact Management

Gain a complete picture of all employee interactions from Service Requests and Incidents, through to allocated IT equipment, training undertaken, and all acquired skills.

Introduction

Knowing who you support, what you support them for, and to what level, is vital in ensuring appropriate levels of support are provided when they are needed. Any lack of clarity can have a significant impact on the quality of support you provide not to mention the customer’s perception of IT.

Sunrise IT Service Management provides a centralised database of information about contacts, the departments they work for, and the locations they’re based in, so you’re never short of the right information when they need your support.

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And there’s no need to double-handle contact information. You probably already have directories or other business applications that contain up-to-date contact information. You can integrate your Service Management platform with Microsoft Active Directory, or other LDAP servers, ensuring that new contact information is automatically added and you don’t need to duplicate their details.

All contacts managed within Sunrise IT Service Management can also have their own secure account to login to the self-service portal, allowing them to manage their own Incidents, requests and customer details.

Having a consolidated view of all your contact interactions ensures you gain a complete picture of your user-base, including a historic audit trail of conversations, training undertaken and acquired skills, Service Requests, and Incidents. A single picture of everything employee-related.


Contact Management in a nutshell

  • Build a comprehensive view of all contact interactions, the equipment they have, and the demands they place upon IT
  • Accurately report on activities and identify your most common users
  • Automate the population of the contact database by integrating with Microsoft Active Director or other LDAP Servers
  • Contacts act like accounts allowing them to access self-service portal

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Sunrise Customers

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“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”

Key Benefits

  • Increase visibility of all user interactions
  • Get to know your supported users
  • Avoid double-handling of contact information
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