SunView Software Blog

Improve IT Service Management With Process Automation

02/15/2018 by: Jaime Spector

When it comes to IT service management, everyone’s goal is to manage their IT services effectively and efficiently. However, IT service management sometimes turns into labor-intensive processes involving more human resources than necessary. This situation is costly and inefficient. Read More

| IT Service Management / AI for ITSM / automation

Streamline Service Desk Operations with Machine Learning and AI

02/07/2018 by: Jaime Spector

How would you describe your current service desk operations? Would you say they’re smooth and hassle-free? More importantly, what would your end-users say – would they be satisfied with the speed and effectiveness of your service desk? Read More

| Service Desk / AI for ITSM

Improve ITSM: Add Value With Chatbots

01/31/2018 by: Jaime Spector

  When you think of ITSM, what words come to mind? Do you think IT service management is difficult, complicated, and labor-intensive? It doesn’t have to be any of those things.  Read More

| AI for ITSM / chatbot

New Year, New ITSM... and Beyond

01/23/2018 by: Jaime Spector

At the dawn of each new year, we make resolutions for what we’re going to do differently to make these 365 days better than the last. In the IT service management space, resolutions center on delivering better service to end-users in an efficient, cost-effective manner.  Read More

| ITSM / AI for ITSM / chatbot

Maximize Your ITSM Solutions with AI

01/16/2018 by: Frank App

Organizations in today’s fast paced environment understand the importance of developing business agility so that they can quickly and efficiently adapt to changing business and customer requirements. Many have undertaken digital transformation projects that digitize information, streamline processes, reduce costs and ultimately increase customer satisfaction.  Read More

| AI for ITSM / digital transformation

3 Key Considerations to Make When Evaluating AI for ITSM

12/21/2017 by: Jaime Spector

  Since even before the internet revolutionized computing and communication, the prospect of Artificial Intelligence (AI) captured the imaginations of those who looked toward the future. While AI may still in many ways seem relegated to far-flung sci-fi fantasy, these days you can’t start up an app or internet-enabled device without interacting with some form of computer intelligence. Read More

| ITSM / AI for ITSM / Artificial Intelligence / vendors

IT Security: How to Manage Employee Offboarding the Right Way

12/15/2017 by: Jaime Spector

The IT department has a lot to worry about these days. From the weighing demands of the CIO in light of digital transformation, to preparing for IT outages during times of disaster, not a day goes by without a new challenge to tackle. Some concerns that are always top of mind for IT are the issues surrounding cyber security such as mitigating data breaches and tightening up vulnerabilities. And ... Read More

| employee offboarding / it security

What is Knowledge-Centered Support (KCS) and Why is It Important?

12/05/2017 by: Jaime Spector

As we head further into a future forged by digital transformation, IT’s obligation to minimizing the ever-increasing volume of requests on the service desk is paramount to the overall success of the business. It’s crucial for ITSM teams to be productive and make the most of their time. However, when roughly 67% of service desks spend the majority of their days in the trenches, firefighting ... Read More

| kcs / knowledge management / self-service

Why Lasting Service Delivery Improvements Need the Big Picture

11/28/2017 by: Ryan Ogilvie

Ever get frustrated on an inability to improve your service delivery? I recently spoke with a service delivery manager who was feeling stuck in this very way. Her top concern was that no matter what they were doing from an incident perspective they couldn’t make any real dent. I asked her if she looked outside incident management to change management. Read More

| IT Service Management / ITSM

ITSM, Black Friday, and Managing Services During the Holiday Rush

11/22/2017 by: Jaime Spector

  As 2017 begins to wind down, retailers are ramping up for the biggest shopping and consumer spending event of the year. However, the mad rush of Black Friday is no longer relegated to the physical retail locations. In fact, more people are eschewing the tradition of braving the big box stores and doorbuster events for the comfort and convenience of online shopping. According to a report from ... Read More

| ITSM / AI for ITSM / Black Friday