SunView Software Blog

What Do You Need to Do to Make Your Service Desk More Efficient?

05/31/2018 by: Jaime Spector

How would people at your organization describe your service desk? Would they call it efficient and helpful? Would they say that problems are resolved in a timely manner? Read More

| Service Desk

Will AI Take Service Desk Jobs?

04/11/2018 by: Jaime Spector

Artificial intelligence has dominated headlines. The news falls into one of two categories: “AI is going to steal our jobs” or “AI is going to make the world a better place.” Many employees are concerned about being replaced by computers, especially those who work at help desks.  Read More

| Service Desk / AI for ITSM

Streamline Service Desk Operations with Machine Learning and AI

02/07/2018 by: Jaime Spector

How would you describe your current service desk operations? Would you say they’re smooth and hassle-free? More importantly, what would your end-users say – would they be satisfied with the speed and effectiveness of your service desk? Read More

| Service Desk / AI for ITSM

5 Ways to Reduce Service Desk Costs

11/10/2017 by: Jaime Spector

What is the number one dilemma of the CIO trying to support and bring value to the business? While managing a core IT staff and driving innovation through technological services are primary concerns, the main priority that is always top-of-mind usually comes down to one thing – cost. How much overhead cost will it take to implement and manage this new ITSM solution? How can we grow and expand ... Read More

| Service Desk / knowledge base / cost

Looking Ahead: IT’s Evolving Role in the Face of Digital Transformation

09/26/2017 by: Jaime Spector

Lately, it seems like the hot button issue among those in the IT service management space is where they see IT going and its role in the new digital enterprise. The latter of this debate is the key, as we know that “IT” is less about the technology and processes implemented in the organization, and more about its real-world use cases and how it improves the business overall. Read More

| IT Operations / Service Desk / ITSM / AI for 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

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

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

3 Use Cases That Prove Service Desk Efficiency

09/08/2015 by: The SunView Team

Organizations that get the most out of their service desk experience typically see benefits like improved productivity, increased stability and smoother paths to innovation. These gains, however, can be difficult to measure with precision when it comes time to figure out how your service desk drives operational efficiency. You can find some metrics to support ROI calculation, but measuring ... Read More

| IT Operations / CMDB / Service Desk

4 Ways to Improve Service Desk Customer Satisfaction

05/06/2015 by: The SunView Team

The primary goal of the service desk is to deliver business value by maintaining stable operations on a day-to-day basis. Ensuring consistent productivity hinges on being able to meet customer demands in a timely and efficient manner. As such, creating value hinges on maximizing the customer experience. Accomplishing this goal heavily relies on improving customer service. Four things you can ... Read More

| End User Experience / Service Desk