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Welcome to the SunView Software Resource Center! Explore thought leadership and informative content about Service Desk, ITIL, Change Management, DevOps, AIOps and more!

  • Where Does ESM Fit into Government?

    Where Does ESM Fit into Government?

    The words “efficiency” and “government” do not generally go together. In fact, people are more likely to complain about inefficiency within government than ever remark about how quickly...

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  • ESM and the Energy Sector: A Perfect Fit

    ESM and the Energy Sector: A Perfect Fit

    When you think of enterprise service management, what are the first industries that come to mind? The energy sector might not be at the top of your list, but it should be. 

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  • Understanding the Hidden Costs of ITSM

    Understanding the Hidden Costs of ITSM

    When a salesperson quotes you a price on an ITSM solution, it's never the complete cost. There are always hidden costs that pop up during the course of an implementation project. The vendor can't...

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  • What's Enterprise Service Management's role in Healthcare?

    What's Enterprise Service Management's role in Healthcare?

    When you think of healthcare, the first thing that comes to mind are patients – patients receiving care from practitioners, patients receiving medical services, patients being able to...

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  • Automating Change Processing for a More Efficient Service Desk

    Automating Change Processing for a More Efficient Service Desk

    Automation is one of the keys to greater efficiency. Many manual processes are repetitive and low-value but necessary tasks.

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  • What Makes an Effective IT Service Management (ITSM) Solution?

    What Makes an Effective IT Service Management (ITSM) Solution?

    Take this brief interactive assessment in order to identify your biggest ITSM pain points and see our recommended next steps.

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  • How Can Smart ITSM Make Your Company More Efficient?

    How Can Smart ITSM Make Your Company More Efficient?

    Advancements in the field of AI mean that ITSM can actually make your firm more efficient. Read on to learn how AI-enabled ITSM saves time and money for your company.

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  • Improving Enterprise Service Delivery through ESM

    Improving Enterprise Service Delivery through ESM

    Read on to learn more about ESM, its benefits, and how it can be deployed in various industries.

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  • How Can You Streamline Request Management?

    How Can You Streamline Request Management?

    Automating request management makes the process faster as well as more effective. The good news is that automating this process can be done with a modern ITSM solution.

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  • How Does Self-Service Make Your Help Desk More Efficient?

    How Does Self-Service Make Your Help Desk More Efficient?

    Self-service communication channels via ITSM automation can provide what people want. Why is that? The answer isn’t hard to find; think about the normal workflow of a help desk.

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  • What Makes ITSM Smart?

    What Makes ITSM Smart?

    According to a recent poll by ITSM.tools designed to gauge the “future readiness” of the IT service management (ITSM) industry, roughly 82% of respondents believe that working in IT...

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  • From ITSM to ESM: The Evolution of the Digital Enterprise

    From ITSM to ESM: The Evolution of the Digital Enterprise

    Enterprise service management (ESM) does indeed have a place within your organization: your business becomes more productive because it’s easier to access the services you need, requests don’t fall...

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

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

    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 now.

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  • How Will Smart ITSM Impact Your Service Desk?

    How Will Smart ITSM Impact Your Service Desk?

    Artificial intelligence has made its mark on a variety of industries in the past several years. The help desk is no exception. The changes AI has wrought within the field of ITSM are especially...

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  • Why Change Management is Critical in Light of GDPR

    Why Change Management is Critical in Light of GDPR

    By the end of this month, four letters will change your business forever: GDPR. GDPR stands for “General Data Protection Regulation,” and it’s a piece of legislation in the EU designed...

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  • How Can "Smart" ITSM Improve the Customer Service Experience?

    How Can "Smart" ITSM Improve the Customer Service Experience?

    Research shows that support desks take “an average of 24.2 hours to provide a first response to an internal support ticket.” Yet, in spite of this, 28% of IT professionals polled still...

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  • AI and ITSM: Resolving Problems, Faster

    AI and ITSM: Resolving Problems, Faster

    How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while...

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  • How Can AI and ITSM Deliver Greater Value?

    How Can AI and ITSM Deliver Greater Value?

    From 2001: A Space Odyssey to Terminator, Star Trek’s Data to I, Robot’s Sonny, artificial intelligence (AI) has captured the imagination and spawned countless science fiction books,...

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  • Can AI and ITSM Deliver a Better Customer Service Experience?

    Can AI and ITSM Deliver a Better Customer Service Experience?

    There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.

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  • Will AI Take Service Desk Jobs?

    Will AI Take Service Desk Jobs?

    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...

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