SunView Software Blog

Customer Service is the Top Priority of Your Service Desk

08/21/2017 by: Eric Dickmann

  This entry is written as part of "The End User Advocate" blog series, an informal examination of IT processes and the people who interact with them. Across the modern enterprise, we hear a lot about customer service. It's in our company mission statements, service level agreements, and the ideology that is prominently displayed on our website. Yet for all the technological innovations designed ... Read More

| End User Experience / The End User Advocate

Thought Leader Spotlight Series: Roy Atkinson

08/14/2017 by: Jenny Hernandez

This entry is written as part of the "Thought Leader Spotlight" blog series, which aims to highlight some of the most influential and well-respected minds in the IT industry. When I first found Mr. Atkinson on Twitter, I was very intrigued with his knowledge of IT Service Management and his passion for customer service through his #HDIChat series. It finally dawned on me - why don't I write a ... Read More

| IT Service Management / Thought Leaders / IT Jobs / Artificial Intelligence

APM vs. NPM: Know the Difference

08/09/2017 by: Jaime Spector

The enterprise sure likes its acronyms. ITSM, ITIL, ITOM… it seems like there is no shortage of tools, software, methodologies and best practice abbreviations popping up on vendor websites and analyst reports. And just like the aforementioned segments, there are often misinterpretations or confusion among those new to the IT industry when trying to describe them. Previously, we’ve covered the ... Read More

| DevOps / apm / npm / monitoring

The Future State of AI in the Enterprise

08/03/2017 by: Jenny Hernandez

  The adoption and integration of artificial intelligence (AI) into enterprise process management is becoming the norm according to the 2017 The State of AI in the Enterprise  survey. The respondents from over 100 North American IT leaders found that using AI in the enterprise is no longer something of the future, but is being fully utilized in today’s workplace. Over two-thirds of survey ... Read More

| Artificial Intelligence

A Quick Start Guide to ITIL Processes

08/01/2017 by: Jaime Spector

If you’ve been keeping up with the blog lately (if not, you can subscribe on the sidebar), you’d probably notice that we’ve been on bit of an ITIL kick lately. And why not? ITIL is, after all, instrumental in its ability to plan, strategize, implement, manage and govern IT services for the vast majority of enterprise IT organizations. If you want to learn more of the importance of ITIL, check out ... Read More

| ITIL / ITSM

10 Ways to Improve Your End User Experience

07/28/2017 by: Eric Dickmann

  This entry is written as part of "The End User Advocate" blog series, an informal examination of IT processes and the people who interact with them. When your end users have a problem, they don't want to spend hours on the phone trying to resolve it. Attention spans are going increasingly short and users want to interact with organizations in the ways they're most comfortable. The challenge for ... Read More

| End User Experience / The End User Advocate

10 Reasons Why You Should Consider an ITIL Certification

07/25/2017 by: Jaime Spector

For years now, ITIL (formerly known as the IT Infrastructure Library) has remained the cornerstone and industry-standard best practice framework for supporting, managing and aligning IT Service Management with the needs of the business. Trademarked by AXELOS, ITIL acts as a governing agent for IT, and uses the ITIL Service Lifecycle to map the entire journey from customer needs and requirements ... Read More

| ITIL / ITSM

IT in 2017: Exploring The New Demands of the CIO

07/19/2017 by: Stephen Mann

IT has never really been about the "IT". It has always been about the business use cases in which IT is employed, and the better business outcomes it helps to deliver. In 2017, this need for better business outcomes (from IT) is more important than ever, and in every part of business operations. Read More

| IT Service Management / IT Operations / cio

20 of the Best ITSM Thought Leaders of 2017

07/17/2017 by: Jenny Hernandez

Influential people are everywhere – whether at home or in the workplace, there is always that inspiring person that goes above and beyond to stand out. A ‘thought leader' in the IT Service Management (ITSM) world focuses on a very specific area within IT. So what is a thought leader? How do insights from these people apply to my job? What can I learn from this group? Read More

| Thought Leaders / ITSM

15 IT Skills That Employers Need in 2017 and Beyond

07/13/2017 by: Jaime Spector

Despite global shifts in hiring and radical changes to how businesses approach traditional IT, the job market for the Information Technology (IT) looks bright. The demand for smart and capable software developers, engineers, support operators, network and security administrators, etc., is expected to increase as CIOs look to expand their hiring efforts and fill out their teams. Read More

| IT Operations / IT Jobs / IT Skills