Enhancements enable customers to move beyond ITIL - Sunrise Software

News Release

Sunrise Software, one of the UK’s leading IT Service Management enterprise software vendors, says that customers of Sostenuto ITSM 2.0, its next-generation IT Service Management tool, will be able to move beyond ITIL (IT Infrastructure Library) and develop an end-to-end IT services strategy.

  • Built in-processes for key IT service functions not included in ITIL
  • Implement ITIL processes out of the box, and adjust or reject the processes that do not fit your business requirements
  • Improved attachment handling means that relevant details stay with each case or project
  • Built in-processes for key IT service functions not included in ITIL
  • Implement ITIL processes out of the box, and adjust or reject the processes that do not fit your business requirements
  • Improved attachment handling means that relevant details stay with each case or project

Chessington, UK – April 21st, 2005: Sunrise Software, one of the UK’s leading IT Service Management enterprise software vendors, says that customers of Sostenuto ITSM 2.0, its next-generation IT Service Management tool, will be able to move beyond ITIL (IT Infrastructure Library) and develop an end-to-end IT services strategy.

As well as including out-of-the-box processes as recommended by ITIL, Sostenuto ITSM 2.0 includes processes and integration for services such as contract and procurement management that are not covered within the ITIL guide books. Only service desks managing these issues centrally can hope to create a true end-to-end service management offering.

“Most products can handle procurement in so far as if you buy a piece of equipment, you can update a list held somewhere. Sostenuto holds data relating to all aspects of procurement; price lists, product lists, costs, and part numbers. If a delivery is split, when you register the delivery a new configuration number is created showing that part of the order is outstanding. The whole lifecycle of a product is managed, from procurement through integration with asset register products through to disposal,” explained Neil Penny, Product Marketing Manager for Sunrise.

The addition of Contracts Management functionality means that support managers can monitor the effectiveness of any outside work and its impact on IT service performance.

“Companies often have hundreds of contracts, many of which are central to the performance of IT, but how are they managed? Support managers need to be able to track the SLAs relating to these contracts and when they expire. Many companies don”t know the value of each contract and the impact it is having on their operation, and some are still paying for contracts that have expired,” said Penny.

As well as tracking existing contracts, Sostenuto ITSM 2.0 can manage contract reviews, passing them between the legal department and IT and tracking any amendments. The enhanced attachment capabilities included in Sostenuto ITSM 2.0 allow all documents associated with each contract to be held centrally. 

Integration

As well as adding processes not covered in the ITIL books, Sostenuto 2.0 features integration enhancements allowing functions that have previously operated in isolation, to touch and impact each other.

“Procurement and asset details are often kept on databases not connected to the central service management system. When new products are added, or changes made to an asset, these should have a knock-on effect, updating lots of other functions,” explained Penny. “For example, if a change is made to a server this may impact outstanding problems and incidents.”

This level of disconnect makes end-to-end IT services planning and visibility almost impossible to realise.

“With Sostenuto ITSM, every time you make a change within the system, any associated function is updated accordingly. This level of integration enables you to practice true impact assessment because the person, the item and the department are all updated and managed from a single point,” said Penny.

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