IT Business Management

Managing thousands of contracts spanning hundreds of partners and suppliers can be a time consuming process, especially when they’re spread over multiple spreadsheets or systems. Sunrise IT Service Management allows you to manage your contracts easily and efficiently in a central location, tying them to suppliers and the services or equipment they provide.

With Sunrise IT Service Management you can keep on top of the critical workload of contract negotiations, and banish the myriad of spreadsheets containing approved suppliers and their contracts. You’ll receive plenty of early warning for expiring contracts, be able to share details of contract discussions, as well as report on supplier performance over time.

Sunrise IT Service Management helps you reveal wasted investments on licences that are no longer used, and to renegotiate ineffective contract terms. You’ll never be left wondering which supplier supports which hardware and software and under which contract.

Life’s easier when you have a complete view of all your suppliers. Receive live updates and exchange information quickly to ensure full track-and-trace visibility of your supplier’s actions and their impact on your services. All suppliers can be assigned their own Service Level Agreements (SLAs) which record and measure performance statistics independently of your own internal SLAs. Should something go wrong, you’re automatically emailed, pinpointing what has gone wrong and showing who is responsible. You can also see who the best performing suppliers are, giving you more justification for working with them again.

With Sunrise IT Service Management you can allow your suppliers to log into your Service Management solution, giving them visibility of specific information such as incidents and problems they’re working on, orders for products and services they provide, projects and work orders they’re involved in, or any other element you may require. This ensures immediate access for all external third parties to the right information at the right time.

Supplier management is also fully integrated with the Sunrise IT Service Management Risk and Audit modules allowing you to identify potential issues within your supply chain, implement management controls, and perform regular audits where necessary to ensure appropriate quality is maintained. Integrated reports allow supplier performance to be analysed in detail, enabling you to focus on the bigger picture.

Whatever type of supplier you manage you’ll find tracking all your supplier commitments and activities a breeze with Sunrise IT Service Management.

Managing the contracts between your organisation and your customers can be a time-consuming process. With Sunrise Service Management, all customer contracts can be centrally managed and tied to the products and services provided.

Sunrise Service Management’s defined process of internal and legal review, including termination and expiration of contracts, provides a framework from which all contracts and costs can be managed easily and efficiently. What’s more, with automatic notifications of contract deadlines and costs, Sunrise Service Management allows organisations to keep on top of the critical workload of contract negotiations. It can assist in the reduction of costs through performance analysis under the terms of previous and current contracts, allowing for improved renegotiation of contract terms.

Left unchecked, over delivery of services in relation to agreed contracts can be wasteful. All customer activities recorded in Sunrise Service Management can always be linked back to the originating customer contract ensuring you’ll always have a full picture of the effectiveness and profitability of a specific contract.

Regardless as to whether your contracts are an all-you-can-eat fixed term, break/fix, time and materials, or based on service credits, managing your customer contracts with Sunrise Service Management will help you deliver the right services under the appropriate terms of the contract.

IT risk management is moving much higher up the corporate agenda with high-profile IT outages resulting in loss of reputation, loss of business and in some cases, significant financial penalties from regulators.

Left unchecked risks of all sizes can have a huge impact on an organisation’s operational effectiveness, reputation, and finances. With IT environments becoming increasingly complex and burdened by regulatory pressures, improving the visibility of inherent risks, and in turn, implementing strategies to mitigate them, is of increasing concern for many. Sunrise IT Service Management lets you build a standardised approach to risk management across your IT estate, as well as other operational areas across the whole of your organisation. By proactively managing known risks and their mitigation strategies you can establish a clear picture of threats and opportunities to your operational effectiveness.

Each identified risk is assessed based on the impact and probability to understand the overall risk rating, risk appetite and treatment plan. To mitigate the impact or probability of the risk occurring many controls can be defined to bring the risk in line with the target risk rating. Over time each control can be regularly tested to ensure it remains appropriate and cost-effective.

Effective risk management ensures you’re better prepared, promotes a continuous improvement cycle, and reassures stakeholders. With Sunrise IT Service Management you can move away from constantly firefighting, by improving visibility, and identifying potential gaps and improvements in your processes that can be used to further reduce risk.

Successful auditing provides increased oversight across an organisations business processes and visibly demonstrates adherence to compliance obligations. Failure to do so can lead to financial or reputational losses, and of course affect customer or employee satisfaction. With Sunrise ITSM you can reduce the complexity of your compliance processes, and ensure full traceability and visibility of all activities and audit results.

Keeping track of the training that your staff have and haven’t yet attended is critical to knowing whether they have the suitable skills in order to fulfil their role. In some situations knowing this training is both in place and current is critical to demonstrate an employee’s competence.

Sunrise ITSM allows the tracking of the training courses that your employees have attended, as well as the skills that they earned along the way. While adding a training course it’s possible to specify not only the details about the course, such as the date, length, cost and maximum number of attendees, whether it’s an internal or externally delivered course, and how is it delivered, but also the skill that will be earned by attending the course

Sunrise ITSM streamlines the whole training request and approval process, and provides a complete picture of all delivered training and the skills acquired by your staff.

All organisations depend on external companies, or individuals, to undertake work on their behalf. From the smallest of jobs to the largest of contracts, managing the activities of multiple suppliers is a complex and challenging process. Ensuring that everyone has access to the latest information in a timely manner is critical in ensuring the right work is concluded at the right time.

Sunrise ITSM Work Orders act as an instruction to field service technicians, or approved Suppliers, to perform the activities specified within the Work order. Multiple Work Orders can be created and managed for resolving Incidents and Problems, implementing Changes, rolling out Releases, or completing Projects. Each Work Order can be prioritised and submitted for approval before being communicated.

Field service staff, and even approved Suppliers, can access Sunrise ITSM and keep their Work Orders up-to-date, either using the browser-based portal on their laptops, tablets or smartphones, or send updates via email. Keep a handle on all your Work Orders and ensure their efficient and timely completion with Sunrise ITSM.

As Service Desk and other IT staff go about their business supporting staff, maintaining equipment, and implementing IT strategies, it’s inevitable that actions take time and costs are incurred. This detail needs to be tracked and accounted for to establish true cost visibility over time. Knowledge of your greatest time and cost sinks is critical to understanding the true value of IT to the business, and gaining a handle on potential operational efficiencies.

Sunrise ITSM provides detailed tracking of all time and expenses incurred during all aspects of IT operation from those undertaking support activities. Whether investigating and resolving Problems, implementing Changes, rolling out Releases, performing Audits, or running complex Projects, you’ll have full visibility of the time taken and costs incurred.

Sunrise ITSM tracks expenses across your IT service management disciplines, providing invaluable insight into your most expensive activities. Using integrated reporting you can analyse both time spent and expenses to establish clear cost goals, transparency, and reduce the likelihood of stumbling across hidden support costs and unexpected time sinks.

Regularly checking the compliance of your business processes and operational IT activities against those stated through your policies, regulations, and other agreements, is vital in proving adherence to corporate governance. But the volume and complexity of your compliance requirements is growing year-on-year, and you need to ensure that your audit processes are adequately reducing the risk of non-compliance. Sunrise ITSM provides a single, centralised system ensuring full visibility that your compliance obligations are being fulfilled. Many different types of audits can be managed including internal, operational, IT, and supplier audits, as well as any follow-up audits required to ensure recommendations are implemented.

During an audit a detailed record of all audit observations can be prepared including any recommendations. Action plans can be drawn up with tasks assigned to owners to correct any deviations or process failures.

Successful auditing provides increased oversight across an organisations business processes and visibly demonstrates adherence to compliance obligations. Failure to do so can lead to financial or reputational losses, and of course affect customer or employee satisfaction. With Sunrise ITSM you can reduce the complexity of your compliance processes, and ensure full traceability and visibility of all activities and audit results.

Sunrise ITSM allows you to create and see the current status of all aspects of the Crisis at a glance, to manage tasks and issues to tight deadlines, to deliver against key tasks, and to keep control of the situation. Employees’ changed circumstances e.g. furlough, impact on assets and suppliers, knowledge, incidents and other tasks can all be linked to the Crisis. With Sunrise ITSM Crisis Management you’ll have the right information on hand when you need it, helping you mitigate negative impacts on the organisation.