In 2010, SIV took the decision to invest in a new IT Service Management platform that could improve IT service delivery and keep apace with the company’s fast-moving and expanding business environment. After reviewing a multitude of vendors in the marketplace, SIV selected Sunrise Software for the superior ITIL®-verified functionality of its flagship product Sostenuto, by far the most competitively priced, scalable package.
According to Michael Cook, ICT Manager at Sheffield International Venues, “Fast expansion together with dramatic changes in our IT requirements meant our old system just couldn’t cope. We had no effective means of distinguishing between service and change requests and 90% of our time was spent responding reactively to user demands. The time had come to create a best-practice IT framework that would enable us to support our users and the overall business in a more structured, proactive way. Sunrise stood head and shoulders above the competition offering the right functionality at the right price, with the flexibility to grow with our business in the future.”
At the beginning of 2012, SIV installed Sunrise Software’s Sostenuto IT Service Management and Iguana Self-Service solutions to replace the company’s original basic call logging system.
SIV’s 10-strong IT team now use Sostenuto to categorise service and change requests properly, enabling them to dedicate the most appropriate resources to tackling completely different types of issues more swiftly and effectively.
Today, users can resolve common issues themselves by accessing a newly developed knowledge library via the Iguana self-service portal. Previously, staff often complained that their email inbox was full and that they needed a bigger one which just wasn’t feasible. Iguana provides staff with useful housekeeping hints and tips on how to manage their Outlook environment, an approach that saves time for the IT department time and saves money for the business.
Since introducing Sostenuto and Iguana, SIV has noticed a series of tangible benefits, in particular, a big step-change in reversing the reactivity/proactivity ratio. Today, around 40% of incidents are managed proactively, up 30% from just 10% less than 12 months ago.
Michael Cook added, “Within a very short space of time, we have made huge improvements in productivity and customer service. Sunrise has given us a real business tool that has completely transformed the way we work and empowers our users. Sostenuto provides our staff with the knowledge they need to fix problems simply and quickly without being 100% reliant on the IT department. That gives us the flexibility and freedom to concentrate on strategic projects that support SIV’s quest for rapid expansion.”
Next on the horizon is maximising Sostenuto’s Problem Management and Mobile capabilities. SIV is one of the first companies to sign up to the recently announced Sostenuto Mobile platform in a live working environment. When the system goes live in September 2012, it will enable SIV’s support engineers to update incident records on the move, including resolution and closure, so that performance statistics become more accurate. It will also alert engineers to new incidents and service requests with immediate access to the system, to ensure they have detailed information whilst they are out and about across the organisation.
Geoff Rees, Sales Director of Sunrise Software, concluded: “We are delighted with the results that SIV has achieved to date and look forward to helping them drive continual service improvements and capture a bigger share of the lucrative sport, leisure and entertainment industry. We are confident that the imminent go live of Sostenuto Mobile will successfully integrate their Service Desk and mobile environments boosting service levels and customer confidence even further.”
For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.co.uk
NOTES TO EDITORS
About Sheffield International Venues
Sheffield International Venues Ltd (SIV) is one of the largest sport, leisure and entertainment companies in Europe, specialising in outstanding spectator and participation events.
Over 4m visitors each year enjoy thrilling professional sports; award winning personal health and fitness; exciting leisure activities; dazzling entertainment shows and memorable events. Its portfolio includes 17 unique venues which are used by professionals and the community.
Sheffield International Venues Ltd (SIV) is a wholly owned subsidiary, and the operating arm of Sheffield City Trust; a company limited by guarantee and a registered charity.
For more information, please visit: www.SIVLTD.com
About Sunrise Software
Established in 1994, Sunrise provides applications which underpin business processes across its customers’ organisations. A privately held, UK based company, Sunrise has a highly successful track record in IT service management, customer service management and business process management with fully configured applications designed around best practice guidelines.
Available as either on-premise or Software As A Service (SAAS) Sostenuto, Sunrise’s flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degree of flexibility, allowing organisations to change or introduce new processes through simple configuration.
There are three different variants to address different business requirements:
• Sostenuto ITSM available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions)
• Sostenuto CSM, a non-ITIL tool for customer service departments.
• Sostenuto BPM, which allows organisations to create their own applications
Over 1000 organisations use Sostenuto across the UK, with high profile users including Anglian Water, the NHS, Rugby Football Union, University of Greenwich, Muller Dairy and many more.
For more information please visit: www.sunrisesoftware.co.uk
020 8391 9000