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

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

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

How AI is Changing the Service Desk for Staff and End-Users

12/07/2016 by: The SunView Team

Chatbot technology and other artificial intelligence tools represent a watershed moment in customer service innovation. Now businesses can provide their customers with intuitive, human-like support features that improve self-service experiences and raise satisfaction. Read More

| IT Service Management / End User Experience

Can AI Improve the ITSM Customer Experience?

11/30/2016 by: The SunView Team

Whether you work in retail, manufacturing, healthcare or IT service management, everything you do is ultimately for the customer's benefit. Read More

| IT Service Management / End User Experience

5 Must Have Features for More Engaging ITSM Self-Service

09/28/2016 by: The SunView Team

In the world of IT service management, there are considerable advantages to allowing users to resolve issues on their own. It harkens back to that old saying about the difference between giving out fish and teaching people how to catch fish all on their own. For the average users - either customers or employees utilizing a website, application or SaaS, self-service affords them capabilities that ... Read More

| IT Service Management / End User Experience

5 Advantages of Converting Emails to Help Desk Tickets

08/13/2015 by: The SunView Team

Emails, while essential, can be the most frustrating component of a support team's operations. On one hand, communications by email is a simple and convenient way for users to quickly reach out to support teams. On the other hand, a large volume of emails can lead to crowded, cluttered and disorganized inbox, and make organizing and facilitating end-user requests more difficult for said teams. ... Read More

| End User Experience

4 Ways to Improve Service Desk Customer Satisfaction

05/06/2015 by: The SunView Team

The primary goal of the service desk is to deliver business value by maintaining stable operations on a day-to-day basis. Ensuring consistent productivity hinges on being able to meet customer demands in a timely and efficient manner. As such, creating value hinges on maximizing the customer experience. Accomplishing this goal heavily relies on improving customer service. Four things you can ... Read More

| End User Experience / Service Desk

4 Ways to Improve End User Satisfaction With Service Desk Automation

01/08/2015 by: The SunView Team

Automation Pays Off at Every Phase of an ITSM Workflow Consumerization and a variety of related technology trends are conspiring to put more pressure on IT and support teams. Modern IT departments need to be quick, agile and responsive. Manual service desk software operations are too prone to slow downs, human error and similar problems to keep up. Automation can have a positive impact on ... Read More

| IT Service Management / Process Automation / End User Experience

5 Keys to Developing an End User Training Plan

06/17/2013 by: The SunView Team

End-user training is one of the keys to the successful implementation of any software. In this series of blog posts, I will provide an overview of the process. Although I am not personally a trainer or instructional designer, I did work with some talented professionals in a previous role as Project Manager for a distance learning program. Read More

| End User Experience / Change Management