SunView Software Blog

AI and ITIL: Continuous Improvement

09/20/2018 by: Jaime Spector

One of the things that ITIL aims to deliver is continuous improvement of IT processes. While that’s a noble goal, how do you achieve it? Actually, continuous improvement is possible, when you utilize the right technology.  Read More

| AI for ITSM

How Can AI Make ESM Better?

09/14/2018 by: Jaime Spector

Take a second to think about how you deliver services to end-users. These aren’t just IT services – they could be facilities management. Are your users satisfied with the way these services are delivered, or do they complain that the processes to obtain these services are highly manual and time-consuming? Read More

| esm / enterprise service management

How Can the Combination of AI and ITIL Save You

09/06/2018 by: Jaime Spector

When you think of the help desk, are the first words that come to mind “cost center”? For many in the c-suite, that’s exactly what comes to the fore. That’s unfortunate, because that doesn’t have to be the case.  Read More

| AI for ITSM

AI and ITIL: Making the Help Desk More Efficient

08/29/2018 by: Jaime Spector

How efficient is your help desk? It’s a simple enough question that should be easy to answer. For many companies, the response is that it’s not – there’s a large backlog that the help desk staff simply can’t tackle. Read More

| ITIL / AI for ITSM

What's AI's Impact on ITIL?

08/22/2018 by: Jaime Spector

When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and is now utilized the world over to make IT departments more efficient and effective.  Read More

| ITIL / AI for ITSM

4 Ways to Reduce Workload on the Service Desk

08/15/2018 by: Jaime Spector

  If we’ve learned anything from the rise of digital transformation, it’s that organizations often struggle to keep pace with the increase in requests on the service desk. Year over year, organizations are taking on more end users, applications, systems, and devices. Read More

| Process Automation / ITSM

Where Does ESM Fit into Government?

08/08/2018 by: Jaime Spector

The words “efficiency” and “government” do not generally go together. In fact, people are more likely to complain about inefficiency within government than ever remark about how quickly a government does something.  Read More

| enterprise service management

ESM and the Energy Sector: A Perfect Fit

08/02/2018 by: Jaime Spector

When you think of enterprise service management, what are the first industries that come to mind? The energy sector might not be at the top of your list, but it should be.  Read More

| enterprise service management

What's Enterprise Service Management's Role in Healthcare?

07/25/2018 by: Jaime Spector

When you think of healthcare, the first thing that comes to mind are patients – patients receiving care from practitioners, patients receiving medical services, patients being able to move on with their lives after healing. What many people don’t think about is that employees in the healthcare industry also need to access services in order to get their jobs done. Organizations often don’t do a ... Read More

| enterprise service management

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