SunView Software Blog

Make the Serve-Yourself Approach to IT Service Management Effective

02/21/2018 by: Jaime Spector

The self-serve approach to IT service management can be cost-effective as well as more efficient for your IT department… if it’s implemented properly. Otherwise, you could have a situation in which end users are unhappy with the IT department, and your staff still find themselves overworked and unable to deal with truly mission-critical issues.  Read More

| IT Service Management

Improve IT Service Management With Process Automation

02/15/2018 by: Jaime Spector

When it comes to IT service management, everyone’s goal is to manage their IT services effectively and efficiently. However, IT service management sometimes turns into labor-intensive processes involving more human resources than necessary. This situation is costly and inefficient. Read More

| IT Service Management / AI for ITSM / automation

Why Lasting Service Delivery Improvements Need the Big Picture

11/28/2017 by: Ryan Ogilvie

Ever get frustrated on an inability to improve your service delivery? I recently spoke with a service delivery manager who was feeling stuck in this very way. Her top concern was that no matter what they were doing from an incident perspective they couldn’t make any real dent. I asked her if she looked outside incident management to change management. Read More

| IT Service Management / ITSM

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

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

| Industry / IT Service Management

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