SunView Software Blog

How Can You Streamline Request Management?

06/20/2018 by: Jaime Spector

What does your ideal request management process look like? Most people would use words such as “smooth,” “hassle-free,” and “fast.” At many organizations, request management is anything but those things.  Read More

| ITSM / automation / request management

How Does Self-Service Make Your Help Desk More Efficient?

06/13/2018 by: Jaime Spector

Everyone wants their IT help desk to be more efficient. However, that’s a difficult goal to achieve. Service desk employees are swamped by requests, many of which aren’t critical.  Read More

| ITSM / automation

What Makes ITSM Smart?

06/06/2018 by: Jaime Spector

  According to a recent poll by designed to gauge the “future readiness” of the IT service management (ITSM) industry, roughly 82% of respondents believe that working in IT will get harder in the coming years. Even more telling, only 24% of those polled believe that current ITSM best practices are keeping up with the reality of the IT and business landscape. Perhaps worst of all, only ... Read More

| AI for ITSM

What Do You Need to Do to Make Your Service Desk More Efficient?

05/31/2018 by: Jaime Spector

How would people at your organization describe your service desk? Would they call it efficient and helpful? Would they say that problems are resolved in a timely manner? Read More

| Service Desk

How Will Smart ITSM Impact Your Service Desk?

05/23/2018 by: Jaime Spector

Artificial intelligence has made its mark on a variety of industries in the past several years. The help desk is no exception. The changes AI has wrought within the field of ITSM are especially noticeable.  Read More

| AI for ITSM

Why Change Management is Critical in Light of GDPR

05/16/2018 by: Jaime Spector

By the end of this month, four letters will change your business forever: GDPR. GDPR stands for “General Data Protection Regulation,” and it’s a piece of legislation in the EU designed to protect consumer information. It will go into effect on May 25, 2018, and it will have an impact far beyond the EU’s borders.  Read More

| Change Management / compliance

How Can "Smart" ITSM Improve the Customer Service Experience?

05/10/2018 by: Jaime Spector

Research shows that support desks take “an average of 24.2 hours to provide a first response to an internal support ticket.” Yet, in spite of this, 28% of IT professionals polled still believe “that their IT department delivers better services, support, and customer service to employees than could be expected from consumer-world companies.” Read More

| AI for ITSM

AI and ITSM: Resolving Problems, Faster

05/02/2018 by: Jaime Spector

How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while overworked help desk staff attempt to cut through the backlog. What if there was a way to make the process faster? Read More

| AI for ITSM

How Can AI and ITSM Deliver Greater Value?

04/25/2018 by: Jaime Spector

From 2001: A Space Odyssey to Terminator, Star Trek’s Data to I, Robot’s Sonny, artificial intelligence (AI) has captured the imagination and spawned countless science fiction books, movies and video games. While walking, talking, sentient AI’s may still be years away, AI is nonetheless already making important inroads in today’s markets, thanks to consumer products like Apple’s Siri and Amazon’s ... Read More

| AI for ITSM

Can AI and ITSM Deliver a Better Customer Service Experience?

04/18/2018 by: Jaime Spector

There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.  Read More

| AI for ITSM