SunView Software Blog

AI and ITIL: Making the Help Desk More Efficient

08/29/2018 by: Jaime Spector

How efficient is your help desk? It’s a simple enough question that should be easy to answer. For many companies, the response is that it’s not – there’s a large backlog that the help desk staff simply can’t tackle. Read More

| ITIL / AI for ITSM

What's AI's Impact on ITIL?

08/22/2018 by: Jaime Spector

When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and is now utilized the world over to make IT departments more efficient and effective.  Read More

| AI for ITSM / ITIL

How Do You Take Control of Your Change Management Process?

02/28/2018 by: Jaime Spector

Think for a second about the last time your organization undertook a major change. Was the change planned out? Did the powers-that-be communicate the change? Did the change violate any regulations, leading to financial penalties for your firm? Read More

| Change Management / ITIL

A Quick Start Guide to ITIL Processes

08/01/2017 by: Jaime Spector

If you’ve been keeping up with the blog lately (if not, you can subscribe on the sidebar), you’d probably notice that we’ve been on bit of an ITIL kick lately. And why not? ITIL is, after all, instrumental in its ability to plan, strategize, implement, manage and govern IT services for the vast majority of enterprise IT organizations. If you want to learn more of the importance of ITIL, check out ... Read More

| ITIL / ITSM

10 Reasons Why You Should Consider an ITIL Certification

07/25/2017 by: Jaime Spector

For years now, ITIL (formerly known as the IT Infrastructure Library) has remained the cornerstone and industry-standard best practice framework for supporting, managing and aligning IT Service Management with the needs of the business. Trademarked by AXELOS, ITIL acts as a governing agent for IT, and uses the ITIL Service Lifecycle to map the entire journey from customer needs and requirements ... Read More

| ITIL / ITSM

Examining ITSM vs. ITIL: 10 Things You Need to Know

07/05/2017 by: Stephen Mann

The IT industry is filled with acronyms, and not just the three-letter variety. And so is IT service management (ITSM) – and here we have this blog’s first four-letter example.It gets used many more times throughout this blog post. Read More

| ITSM / ITIL

Why is ITIL Critical in Today’s IT Environment?

06/22/2017 by: Frank App

There’s a great deal of information available on the Internet regarding ITIL and why it continues to be the industry standard for governing ITSM (Information Technology Service Management) in the enterprise. Read More

| ITIL / ITSM

Exploring Immutable Code & the ITIL Configuration Management Database

06/06/2017 by: Stephen Mann

  Over the last two decades, configuration management tools, i.e. those that effect and/or record a change, have multiplied in number however the associated thinking doesn’t seem to have changed much. But are we on the cusp, finally, of a big change?If cloud is changing what we manage and DevOps is changing how we manage it, in the middle of it all we are not only seeing new, different tools but ... Read More

| ITIL / CMDB

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

| Process Automation / ITIL / IT Service Management

5 Elements That Make Up the ITIL Service Desk

04/09/2015 by: The SunView Team

The IT Infrastructure Library has established best practices and operational frameworks to help organizations provide efficient and reliable IT service management processes. This process began decades ago when ITIL initially emerged as a leading ITSM framework, and the reference guide has continually evolved and matured over time. Frequent updates and additions to ITIL have made the best ... Read More

| ITIL / IT Service Management / IT Operations / Change Management