SunView Software Blog

Automating Change Processing for a More Efficient Service Desk

07/19/2018 by: Jaime Spector

Take a moment to think about how change unfolds at your organization. Most likely, it follows a pattern: someone comes up with an idea for a change, everyone is notified, the change is scheduled, then implemented, and ideally, someone documents and evaluates the success of the change. All of this is done manually – someone has to sit down and invest the time and effort to make sure that these ... Read More

| Process Automation / ITSM

How Can Smart ITSM Make Your Company More Efficient?

07/11/2018 by: Jaime Spector

Since time immemorial, businesses have sought to become more efficient. They constantly try to improve their processes so that they’re faster and leaner.  Read More

| AI for ITSM

Improving Enterprise Service Delivery through ESM

06/28/2018 by: Jaime Spector

In business, the guiding principle is that the customer is always right. As such, companies take customer satisfaction and service delivery very seriously. That emphasis on service delivery to customers can mean that service delivery to employees gets put on the back burner. Read More

| enterprise service management

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 ITSM.tools 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