IT Service Desk Software

Keeping control of your Service Level Agreements (SLAs) is a critical element of successfully delivering against your Key Performance Indicators (KPIs) and ensuring continued customer satisfaction. Sunrise IT Service Management automatically calculates your response and resolution targets based on the impact, urgency and overall priority that has been set. Service level tracking also includes those external parties, such as suppliers, that are involved in the resolution of your Incidents and Problems. Your Service Level Agreements even take into account the hours you support and the days you have off, such as weekends and public holidays, or you can just “stop the clock” manually by putting Incidents on hold, while you’re waiting for a response from the customer.

Sunrise IT Service Management details your performance statistics per day, week, month, across the years, or broken down by groups or individual support agents. With your customers demanding a high quality service you’ll have all the statistics you need to back you up.

Let Sunrise IT Service Management take the stress out of tracking your performance.

For more info watch the video demo of Sunrise Service Desk.

Knowing who you support, what you support them for, and to what level, is vital in ensuring appropriate levels of support are provided when they are needed. Any lack of clarity can have a significant impact on the quality of support you provide not to mention the customer’s perception of IT.

Sunrise IT Service Management provides a centralised database of information about contacts, the departments they work for, and the locations they’re based in, so you’re never short of the right information when they need your support.

And there’s no need to double-handle contact information. You probably already have directories or other business applications that contain up-to-date contact information. You can integrate your Service Management platform with Microsoft Active Directory, or other LDAP servers, ensuring that new contact information is automatically added and you don’t need to duplicate their details.

All contacts managed within Sunrise IT Service Management can also have their own secure account to login to the self-service portal, allowing them to manage their own Incidents, requests and customer details.

Having a consolidated view of all your contact interactions ensures you gain a complete picture of your user-base, including a historic audit trail of conversations, training undertaken and acquired skills, Service Requests, and Incidents. A single picture of everything employee-related.

Offering your customers a first class experience is really a must if you want to encourage them to adopt Self-Service instead of picking up the phone. Your agents may not be available 24/7 and many customers would rather try to fix issues themselves in the first instance. With a simple to use interface, customers can raise their own support calls, search for solutions within an approved knowledge base, and keep their own information up-to-date. Your end users can even use their own domain username and passwords to login. No need for yet another set of user credentials to remember, or forget.

Self-Service is a proven method of dramatically reducing the volume of Incidents being reported to your Service Desk, freeing your agents up to be more proactive on the issues that really matter.

Keeping everyone up to date with important information is easy with Sunrise ITSM. Whether it’s a simple announcement about service desk opening times, changes to people and processes, or information about service availability, Sunrise ITSM lets you make announcements to individuals, groups, or the entire company via Self-Service.

Offer your IT users a first-class experience with Sunrise IT Service Management, and let them manage their own support issues by encouraging the adoption of Self-Service over picking up the phone.

There’s always something going happening on the Service Desk, and all too often you need to let others know of something important, whether it’s a major Incident, a known fault or service outage, or just an update on on-going project work. Keeping everyone informed, especially your customers, is no easy feat when you’re already a busy department.

Keeping everyone up-to-date with important information is easy with Sunrise Service Management. Whether it’s a simple announcement about Service Desk opening times, changes to people and processes, or information about service availability, Sunrise Service Management lets you make announcements to individuals, groups, or simply everyone, via Self-Service.

All announcements can be set to be published automatically allowing you the ability to define future announcements with ease. They can even be set to expire when the date has passed and the information is no longer relevant.

Whatever you have to say, however, you want to say it, you can be sure that Sunrise Service Management enables you to target your Service Desk’s announcements to the right people and at the right time.

All businesses strive to do more with less, and staff productivity remains crucial to great service to your employees. But keeping your Service Desk staff fully motivated while continually dealing with employee issues can be near impossible. With Sunrise IT Service Management you can apply gamification techniques that reward and challenge your agents to provide great support at all times. You can drive and motivate your support staff in a more engaging manner by providing rewards for exceptional effort and challenges for agents to compete among themselves.

Challenge, motivate and reward Motivating staff and making them feel they are part of a larger objective drives up standards, improves collaboration and helps share knowledge.

Many workers start their careers in a Service Desk, Customer Support Desk or Call Centre. This makes these ideal places to harness modern concepts such as gamification. Improve your Service Desk by designing agent rewards and begin recognising effort where it’s due.

With Sunrise IT Service Management you can empower your customers to manage the services they need, at the time they need them, by making an intuitive “shopping basket” style Service Catalogue available via the Self-Service portal. New requests can be made, and existing requests tracked through the approval processes all the way to eventual delivery.

There’s a constant and growing demand for new products and services from your business, as well as your customers. The need to manage this demand is critical to keeping costs down, while at the same time providing the services your business needs to grow, when it needs them. Sunrise IT Service Management allows you to create and sustain your own published Service Catalogue from a definitive, and approved, library of products and services.

From this Service Catalogue your customers can order pre-defined products and services from your IT Service Desk, and instinctively know what they’re getting, when they’re getting it, and how much it might cost.