SunView Software Blog

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

20 of the Best ITSM Thought Leaders of 2017

07/17/2017 by: Jenny Hernandez

Influential people are everywhere – whether at home or in the workplace, there is always that inspiring person that goes above and beyond to stand out. A ‘thought leader' in the IT Service Management (ITSM) world focuses on a very specific area within IT. So what is a thought leader? How do insights from these people apply to my job? What can I learn from this group? Read More

| Thought Leaders / ITSM

5 Use Cases for AI on the IT Service Desk

07/10/2017 by: Stephen Mann

There has already been much written about the rise of artificial intelligence (AI); and machine learning and chatbots in particular. Some of this media attention is in awe of the technology itself – and yes, it is super smart. But some of it talks to “the machines” taking our jobs, which might be a concern for those currently working in IT support. Read More

| Service Desk / ITSM / AI for 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

| ITIL / ITSM

Help Desk vs. Service Desk: Are They Different?

07/03/2017 by: Jenny Hernandez

Is there really a difference between the Help Desk and Service Desk? Both are commonly used IT Service Management (ITSM) terms, yet hard-pressed to clearly explain the differences. With several interpretations, approaches, and differentiated points of view, it’s often hard to make a clear cut distinction between the two. However, this blog isn’t about misconstrued, confused, or misused term ... Read More

| Help Desk / Service Desk / ITSM

Can Higher Ed Institutions Benefit from Enterprise Service Management?

06/28/2017 by: Stephen Mann

  Most IT departments, whether they’re in the private or public sector, are looking to reduce what it costs to deliver and support IT; while, at the same time, improving the quality of service and overall customer experience. But IT departments are not alone in this two-pronged pursuit, with other lines of business – corporate service providers such as human resources (HR), legal, and facilities ... Read More

| ITSM / higher education

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

3 ITSM Tools that Help Eliminate Human Error

06/05/2014 by: The SunView Team

In one of those moments that leaves everybody shaking their heads, a single person, with one wrong press of a button, brought down an entire cloud network. We're not going to mention the name of the company or the person who caused the problem because there's really no point in highlighting who made the mistake. Human error happens. It can happen to any company at any time, so highlighting the ... Read More

| Cloud / CMDB / Change Management / ITSM

6 Key Challenges for IT Healthcare Organizations

07/31/2013 by: The SunView Team

Every IT Organization has challenges. Of course, the highly regulated industries have added layers of concerns due to the regulatory requirements that they are subject to. Healthcare, however, may be the most challenging industry when it comes to the IT Organization. Read More

| Industry / Change Management / ITSM