Includes:

• From Best Supporting Actor To Leading Role
  • ITSM has grown from its early days of ticketing or helpdesk software to a enterprise management tool encompassing service elements of the wider organisation to the benefit of the whole business.
• The ITSM Platform – Where ITSM Becomes ESM
  • Where ITSM Becomes ESM: addressoing common aspects of service management with a single process-driven platform widens the benefits of a software application while helping all customer-assisting teams to become more efficient. The knock-on effect of improved customer experience from HR, finance, facilities and other areas cannot be underestimated
• ITSM As A Service – SaaS & The Cloud Factor
  • The benefits of SaaS from lower overheads, to certainty of being on the latest version of software, and reducing risk and increasing compliance are now tried and trusted across IT; applying it to ITSM is no different.
    Modular – But A Single Solution: While Sunrise ITSM is effectively a series of modules, it is sold as a complete solution: to be functionally a heavy lifter, but simple yet flexible to use.
• Same Game – Different Names
  • the benefits of SaaS from lower overheads, to certainty of being on the latest version of software, and reducing risk and increasing compliance are now tried and trusted across IT; applying it to ITSM is no different.
    Modular – But A Single Solution: While Sunrise ITSM is effectively a series of modules, it is sold as a complete solution: to be functionally a heavy lifter, but simple yet flexible to use.
• The Covid-19 Effect And Other Trigger Points
  • Covid-19 was the staging point that nobody asked for but a trigger for accelerated change, much of which turned out beneficial and is here to stay. Service desk teams had to architect, deliver and support changes in working practices within weeks that would normally have been spread over years.
• Standardised Yet Fully Customisable
  • providing ITSM interfaces that are easy for all users to adopt is a key advance in ITSM tools technology. Management should have overview dashboards and the ability to drill down and customise, service desk team members must have their most common tasks at their fingertips and be able to easily perform those, while end-users, their customers, benefit from a portal Self-service approach which removes any complexity and makes how to proceed with a service request – or seek self-help- evident.
• Minimising The Human Error Impact
  • The Human Error Impact: modern ITSM software reduces the occurrence of errors and assists users to easy conclusions through the use of easy and adaptable interfaces and smarter technology.

If you’re wondering what is ITSM and what are its benefits, read the full guide. Download now!