SunView Software Blog

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

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

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

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

10 Service Desk Metrics, Shift-Left, and AI Nuggets from HDI 2017

05/17/2017 by: Stephen Mann

The annual HDI Conference is done and dusted for another year, although I’m unsure what the Washington equivalent of Las Vegas’ “Elvis has left the building” is. As per usual, there was a lot of great service desk and IT service management (ITSM) learning (let’s call it “nuggets”) to be had – either in-person or remotely via the Twittersphere. Read More

| IT Service Management / Help Desk

How ITIL and ITSM Automation Needs to Shrink the Process Gap

04/05/2017 by: Stephen Mann

  If you've ever visited the UK - well, London to be accurate - and have travelled on the underground (tube) system, then you'll have seen signs, and heard the public announcements, that say "Mind the gap." The US equivalent would probably be "Beware the gap." It's a warning that there's a physical gap between the platform and the tube train, and that dropping or losing things (including oneself) ... Read More

| ITIL / IT Service Management / Process Automation

10 of the Best ITSM and Service Desk Blog Sites

01/25/2017 by: The SunView Team

Every now and then someone will ask "What are the best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get ... Read More

| IT Service Management

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

3 Ways That AI Helps Improve Service Desk Consistency

11/03/2016 by: The SunView Team

When the service desk doesn't respond fast enough, users notice. According to MetricNet research, the longer the mean time to resolution, the lower the average customer satisfactions score. You can't argue with those facts. The only thing you can do is to take the necessary measures that will speed up operations. Read More

| IT Service Management / Process Automation