SunView Software Blog

4 Ways to Reduce Workload on the Service Desk

08/15/2018 by: Jaime Spector

  If we’ve learned anything from the rise of digital transformation, it’s that organizations often struggle to keep pace with the increase in requests on the service desk. Year over year, organizations are taking on more end users, applications, systems, and devices. Read More

| Process Automation / ITSM

Automating Change Processing for a More Efficient Service Desk

07/19/2018 by: Jaime Spector

Take a moment to think about how change unfolds at your organization. Most likely, it follows a pattern: someone comes up with an idea for a change, everyone is notified, the change is scheduled, then implemented, and ideally, someone documents and evaluates the success of the change. All of this is done manually – someone has to sit down and invest the time and effort to make sure that these ... Read More

| Process Automation / ITSM

How Can You Streamline Request Management?

06/20/2018 by: Jaime Spector

What does your ideal request management process look like? Most people would use words such as “smooth,” “hassle-free,” and “fast.” At many organizations, request management is anything but those things.  Read More

| ITSM / automation / request management

How Does Self-Service Make Your Help Desk More Efficient?

06/13/2018 by: Jaime Spector

Everyone wants their IT help desk to be more efficient. However, that’s a difficult goal to achieve. Service desk employees are swamped by requests, many of which aren’t critical.  Read More

| ITSM / automation

Is It Necessary to Personalize Change Management Methods Per Department?

03/14/2018 by: Jaime Spector

Change management strategies are not one-size-fits-all. What works for one department of your business isn’t going to work for another team. Change management tools need to be customized for units within your business. Read More

| DevOps / Change Management / ITSM

New Year, New ITSM... and Beyond

01/23/2018 by: Jaime Spector

At the dawn of each new year, we make resolutions for what we’re going to do differently to make these 365 days better than the last. In the IT service management space, resolutions center on delivering better service to end-users in an efficient, cost-effective manner.  Read More

| ITSM / AI for ITSM / chatbot

3 Key Considerations to Make When Evaluating AI for ITSM

12/21/2017 by: Jaime Spector

  Since even before the internet revolutionized computing and communication, the prospect of Artificial Intelligence (AI) captured the imaginations of those who looked toward the future. While AI may still in many ways seem relegated to far-flung sci-fi fantasy, these days you can’t start up an app or internet-enabled device without interacting with some form of computer intelligence. Read More

| ITSM / AI for ITSM / Artificial Intelligence / vendors

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

ITSM, Black Friday, and Managing Services During the Holiday Rush

11/22/2017 by: Jaime Spector

  As 2017 begins to wind down, retailers are ramping up for the biggest shopping and consumer spending event of the year. However, the mad rush of Black Friday is no longer relegated to the physical retail locations. In fact, more people are eschewing the tradition of braving the big box stores and doorbuster events for the comfort and convenience of online shopping. According to a report from ... Read More

| ITSM / AI for ITSM / Black Friday

ITSM Drives Successful Digital Transformation in Organizations

11/06/2017 by: Frank App

  The Digital Transformation Journey and Why It’s Important to Your Business Digital transformation continues to be a hot topic in organizations today but there are many definitions of what it means and why it’s important. At one end of the spectrum, “digital transformation” can be defined as simplify moving information from an analog/paper world to a digital world. Most organizations understand ... Read More

| ITSM / digital transformation