SunView Software Blog

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

Will AI Take Service Desk Jobs?

04/11/2018 by: Jaime Spector

Artificial intelligence has dominated headlines. The news falls into one of two categories: “AI is going to steal our jobs” or “AI is going to make the world a better place.” Many employees are concerned about being replaced by computers, especially those who work at help desks.  Read More

| Service Desk / AI for ITSM

Does AI Have a Role on the Service Desk?

04/04/2018 by: Jaime Spector

Artificial intelligence has made headlines in recent years. The news is mixed – depending on what you read, AI is either fantastic or terrible. It’s confusing, especially when it comes to AI and service desk management.  Read More

| AI for ITSM

How Do Change Management Tools Make the Process Faster?

03/29/2018 by: Jaime Spector

Change is good… unless it takes too long. The problem with change management processes is that they can be long and drawn out. By the time the change is approved, it might be too late for the company to be competitive.  Read More

| Change Management