SunView Software Blog

How Predictive Analytics is Reshaping Enterprise Reporting

03/01/2017 by: Stephen Mann

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| IT Operations

10 Tips for Improving Your Service Desk's Knowledge Management

02/01/2017 by: Stephen Mann

Over the last couple of years, the importance of knowledge management to IT service management (ITSM) and service desk operations in particular has increased. IT organizations are tasked with "doing more with less (people)" - or the growing complexity of the IT estate, including the continuing impact of bring your own device (BYOD) and "shadow IT." There's now also the need for effective ... Read More

| IT Operations / Process Automation

Machine Learning, IOT and ITSM: The Future of Service Requests

08/02/2016 by: The SunView Team

Machine learning may be on the razor's edge of technology at the moment, but the truth is many consumers are already well acquainted with its power, whether they know it or not. It's the engine behind recommendation lists on our favorite consumer websites and applications. It's the algorithms behind image search capabilities. Chances are, however, even if the average user cannot define machine ... Read More

| IT Operations

5 Steps to Going From a Service Desk to an ITSM Strategy

04/26/2016 by: The SunView Team

A fully featured ITSM strategy is, in many ways, the result of an IT service desk strategy that evolves to the point where your support teams have developed sophisticated, nuanced capabilities. Ultimately, an ITSM strategy takes your service desk team beyond supporting the business and into the realm of empowering the organization. But how does a company go from running an efficient service desk ... Read More

| IT Operations / Cloud / CMDB

3 Types of Incidents You Must Be Prepared to Deal With

12/16/2015 by: The SunView Team

Many types of incidents will come through the IT help desk during an average month, but a few specific categories stand out as needing extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they are able to deal with the unconventional incidents, their help desk teams will always be trying to play catch up. There are three types of ... Read More

| IT Operations

3 Ways the IT Service Desk Team Can Support Cloud Computing

09/18/2015 by: The SunView Team

Cloud computing is no longer the highly hyped new technology taking hold in the enterprise. Instead, it is an accepted, common part of enterprise IT strategies. This change has happened over the course of the past few years, but the reality of the cloud market is that businesses aren't talking about whether they will or won't use the cloud anymore. Instead, all of the conversations seem to be ... Read More

| IT Service Management / IT Operations / Cloud

3 Use Cases That Prove Service Desk Efficiency

09/08/2015 by: The SunView Team

Organizations that get the most out of their service desk experience typically see benefits like improved productivity, increased stability and smoother paths to innovation. These gains, however, can be difficult to measure with precision when it comes time to figure out how your service desk drives operational efficiency. You can find some metrics to support ROI calculation, but measuring ... Read More

| IT Operations / CMDB / Change Management

5 Ways to Prove the Importance of the Service Desk

08/31/2015 by: The SunView Team

The IT service desk plays a critical role in helping organizations support business users and make sure enterprise technology works as consistently as it should. This primary role for the service desk creates a situation in which most corporate leaders look at IT service management solutions as a cost sink. ITSM solutions are a necessary component of doing business, but executives can often be ... Read More

| IT Operations

5 Steps to Employing Effective Configuration Management

06/24/2015 by: The SunView Team

Configuration management databases (CMDB) are invaluable in giving organizations better transparency and control over their IT operations. This is possible because a well-maintained CMDB identifies all of the configuration items within the IT setup, defines how they relate to one another and provides a roadmap for how different processes revolve around those systems. Want to make a complex ... Read More

| IT Operations / CMDB

Help Desk or Service Desk - Which is Right For Your Organization?

06/17/2015 by: The SunView Team

Traditionally speaking, IT support functionality is divided into three key tiers - IT help desk, IT service desk and IT service management. The theory is that a help desk is a basic solution that provides core ticketing functionality, a service desk offers slightly more advanced features like change management and an ITSM suite goes deeper into offering more mature IT service functions. These ... Read More

| IT Operations / Change Management