SunView Software Blog

Best ITSM Thought Leaders of 2018

11/01/2018 by: The SunView Team

The concept of ITSM has existed for decades. That being said, technology continues to evolve, as do best practices. To make sense of these changes (and to make the right choices), we rely upon the opinion of experts in the field.  Read More

| ITSM / Thought Leaders

Why Your "Smart" ITSM Solution Must Contain an ESM Module

09/27/2018 by: Jaime Spector

What comes to mind when you think about “smart” ITSM solutions? Is it software that notifies you when there’s a problem with your network that would interrupt your users’ workflow? Or is it a solution that provides you with the right data at the right time to provide better service?  Read More

| esm / enterprise service management / ITSM

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

| ITSM / Process Automation

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

| automation / ITSM / 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

| automation / ITSM

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

| Change Management / ITSM / DevOps

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

| AI for ITSM / Artificial Intelligence / ITSM / 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