SunView Software Blog

5 Use Cases for AI on the IT Service Desk

07/10/2017 by: Stephen Mann

There has already been much written about the rise of artificial intelligence (AI); and machine learning and chatbots in particular. Some of this media attention is in awe of the technology itself – and yes, it is super smart. But some of it talks to “the machines” taking our jobs, which might be a concern for those currently working in IT support. Read More

| Service Desk / ITSM / AI for ITSM

Examining ITSM vs. ITIL: 10 Things You Need to Know

07/05/2017 by: Stephen Mann

The IT industry is filled with acronyms, and not just the three-letter variety. And so is IT service management (ITSM) – and here we have this blog’s first four-letter example.It gets used many more times throughout this blog post. Read More

| ITIL / ITSM

Help Desk vs. Service Desk: Are They Different?

07/03/2017 by: Jenny Hernandez

Is there really a difference between the Help Desk and Service Desk? Both are commonly used IT Service Management (ITSM) terms, yet hard-pressed to clearly explain the differences. With several interpretations, approaches, and differentiated points of view, it’s often hard to make a clear cut distinction between the two. However, this blog isn’t about misconstrued, confused, or misused term ... Read More

| Help Desk / Service Desk / ITSM

Can Higher Ed Institutions Benefit from Enterprise Service Management?

06/28/2017 by: Stephen Mann

  Most IT departments, whether they’re in the private or public sector, are looking to reduce what it costs to deliver and support IT; while, at the same time, improving the quality of service and overall customer experience. But IT departments are not alone in this two-pronged pursuit, with other lines of business – corporate service providers such as human resources (HR), legal, and facilities ... Read More

| ITSM / higher education

Are the Russians Affecting Your End User Experience?

06/26/2017 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. The headlines about cyber-attacks against the United States still dominate the news, even months after the election. While politics certainly help drive partisan narratives, there’s widespread agreement that the Russians tried to hack into numerous ... Read More

| End User Experience / The End User Advocate

Why is ITIL Critical in Today’s IT Environment?

06/22/2017 by: Frank App

There’s a great deal of information available on the Internet regarding ITIL and why it continues to be the industry standard for governing ITSM (Information Technology Service Management) in the enterprise. Read More

| ITIL / ITSM

3 Ways Higher Ed Institutions Can Benefit From ITSM

06/19/2017 by: Stephen Mann

Along with most internal IT departments, in either the private or public sectors, higher education institutions continue to need to provide IT support to their end users – students, faculty members, and other employees – in line with what now seems like an age-old mantra of “doing more with less.” Read More

| IT Service Management / Education

Who are the Best DevOps Bloggers?

06/15/2017 by: Stephen Mann

There are good DevOps bloggers and bad DevOps bloggers, and it would be rude to mention a certain Clint Eastwood movie. The good blogs tend to be the ones written by people who have “been there, done that, got the t-shirt.” These bloggers write in detail, with war stories, and with insights that one can only acquire by doing the “hard yards.” Read More

| DevOps / Thought Leaders

10 Tips For Selecting an ITSM Software Solution

06/13/2017 by: Jaime Spector

So you’ve been tasked with selecting a new IT Service Management (ITSM) tool solution? Whether you’re upgrading from a simple ticketing system to a full-scale ITIL® suite or just aren’t happy with your current implementation, procuring the best-fitting solution can be a gargantuan task. Many Request For Proposals (RFPs) fail to ask the right questions, thus leading to disastrous ITSM ... Read More

| IT Service Management / Service Desk

Exploring Immutable Code & the ITIL Configuration Management Database

06/06/2017 by: Stephen Mann

  Over the last two decades, configuration management tools, i.e. those that effect and/or record a change, have multiplied in number however the associated thinking doesn’t seem to have changed much. But are we on the cusp, finally, of a big change?If cloud is changing what we manage and DevOps is changing how we manage it, in the middle of it all we are not only seeing new, different tools but ... Read More

| ITIL / CMDB / Configuration Management