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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!

  • The Top Benefits of Enterprise Service Management Tools in HR

    The Top Benefits of Enterprise Service Management Tools in HR

    If you’ve ever spoken to someone outside of HR about what he or she thinks about the department, you’re likely to hear a litany of stereotypes. “It takes so long to get anything done...

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  • Improving the Employee Experience with Enterprise Service Management

    Improving the Employee Experience with Enterprise Service Management

    If you were to ask your employees about their overall experience working at your company, what do you think they would say? The answer would probably surprise you, and not in a good...

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  • Service Management Automation Improves HR Efficiency

    Service Management Automation Improves HR Efficiency

    When you think of a business process that is ripe for automation, what comes to mind? Human resources might not be the first thing that leaps to the fore. However, there are many manual...

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  • The Importance of Extending Service Management Beyond IT

    The Importance of Extending Service Management Beyond IT

    When you think of enterprise service management (ESM), what comes to mind? Does it conjure images of the IT department (which for some people, are less than pleasant)? That’s a problem,...

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  • Best ITSM Thought Leaders of 2018

    Best ITSM Thought Leaders of 2018

    The concept of ITSM has existed for decades. That being said, technology continues to evolve, as do best practices. To make sense of these changes (and to make the right choices), we...

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  • 4 Real-Life Enterprise Service Management Examples

    4 Real-Life Enterprise Service Management Examples

    When you’re going to invest in a technological solution, you want to be certain that you’re making the right choice. Reading or hearing about case studies of customers that have...

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  • ESM for the Medical Industry: The Quick Start Guide

    ESM for the Medical Industry: The Quick Start Guide

    When you think of enterprise service management, you think of, well, the enterprise. However, there are a number of applications for ESM outside of traditional enterprise settings....

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  • Is ESM the New ITSM?

    Is ESM the New ITSM?

    Why is Enterprise Service Management (ESM) such a crucial concept, why does it have staying power, and why are people calling it “the new ITSM”? Read on to learn how, like ITSM, ESM can make your...

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  • Why Your "Smart" ITSM Solution Must Contain an ESM Module

    Why Your "Smart" ITSM Solution Must Contain an ESM Module

    An ESM module allows you to better meet the needs of users so they can work more efficiently and effectively. Read on to learn how ESM improves workflows and why it’s a must-have for a “smart” ITSM so

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  • AI and ITIL: Continuous Improvement

    AI and ITIL: Continuous Improvement

    One of the things that ITIL aims to deliver is continuous improvement of IT processes. While that’s a noble goal, how do you achieve it? Actually, continuous improvement is possible,...

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  • Why Do ITSM Projects Fail? A Look at Common Implementation Pitfalls and How to Avoid Them

    Why Do ITSM Projects Fail? A Look at Common Implementation Pitfalls and How to Avoid Them

    Join Pink Elephant’s Executive VP George Spalding as he explores many of the most common mistakes that organizations make before, during, and after implementation that results in failure.

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  • How Can AI Make ESM Better?

    How Can AI Make ESM Better?

    Take a second to think about how you deliver services to end-users. These aren’t just IT services – they could be facilities management. Are your users satisfied with the way these...

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  • How Can the Combination of AI and ITIL Save You

    How Can the Combination of AI and ITIL Save You

    When you think of the help desk, are the first words that come to mind “cost center”? For many in the c-suite, that’s exactly what comes to the fore. That’s unfortunate, because that...

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  • AI and ITIL: Making the Help Desk More Efficient

    AI and ITIL: Making the Help Desk More Efficient

    How efficient is your help desk? It’s a simple enough question that should be easy to answer. For many companies, the response is that it’s not – there’s a large backlog that the help desk staff...

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  • What's AI's Impact on ITIL?

    What's AI's Impact on ITIL?

    When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and

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  • 4 Ways to Reduce Workload on the Service Desk

    4 Ways to Reduce Workload on the Service Desk

    If we’ve learned anything from the rise of digital transformation, it’s that organizations often struggle to keep pace with the increase in requests on the service desk. Year over year...

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  • 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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