Follow on Google News News By Tag Industry News News By Place Country(s) Industry News
Follow on Google News | Service Desks need to become 'predictive' & address the 'internet of things', says Sunrise SoftwareNew white paper reveals why we should tackle head on the rise of social media, the consumerisation of IT and all things Internet
By: PR Artistry The Service Desk has come a long way since its humble beginnings as a helpdesk that was supported by a simple call logging tool. The implementation of best-practice frameworks such as ITIL® have revolutionised the way that many other business divisions across the organisation approach their relationship with both internal and external customers, and how they go about developing new services. However, as the pressure to squeeze budgets and to ‘do more with less’ continues, Sunrise Software has noticed a definite trend towards companies taking a more pragmatic approach to ITIL, with the result that they are moving away from purely technical functionality toward service-centric applications. Geoff Rees, Sales Director of Sunrise Software, commented,” New ways of accessing technology and business applications such as Software-as- Mobility combined with the growing consumerisation of IT, and the emergence of the ‘internet of things’ which allows a far great number and all manner of devices to communicate and interoperate, present additional challenges and the Service Desk needs to develop new services that enable greater and wider connectivity. People now expect to bring their own devices to work with iPhones, iPads, Androids and Blackberrys becoming the norm. In fact, industry analysts predict the number of BYOD users will double by 2014, at least 50% of enterprise email users will rely primarily on a browser, tablet or mobile as their major means of connecting to the corporate network, and by 2015 mobile application development projects for smartphones and tablets will outnumber native PC projects by a ratio of 4 to 1. For the Service Desk in particular, this means that employees will no longer accept access to cut down, basic user interfaces. Geoff Rees added, “Don’t be surprised to see ‘like’ and ‘dislike’ increasingly become a built-in feature of tomorrow’s user interfaces. The ‘app generation’ growing up with constant access to the the Internet where communicating by Facebook and Twitter are second-nature are tomorrow’s IT directors and security officers and will be well placed to adapt the concepts of their more open and collaborative social media reality to the business world.” In fact, social media is a huge commercial opportunity that cannot be ignored. The Service Desk needs to embrace social media as the ideal platform to increase customer engagement, protect the corporate brand and ultimately generate new revenue streams. Geoff Rees concluded, “Fundamentally, the Service Desk is all about process management but it can, and should, combine process with more creativity, openness and collaboration. Service Desk managers need to embrace new technology and new ways of working so that they are able to move from a position of controlling everything to a more collaborative way of working, that delivers the service that their customers, both internal and external, demand. This will enable the Service Desk to address their customers’ changing business requirements and enable them to flourish in a mobile, social media world where all things are connected.” For a full copy of Sunrise Software’s new white paper, please contact Andreina West, 01491 639500 or email: Andreina@pra- -ends- NOTES TO EDITORS 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 Many 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 Editors Contacts Carly Nessmann Marketing Manager 020 8391 9000 cnessmann@sunrisesoftware.co.uk Andreina West PR Artistry 01491 639500 Andreina@pra- End
Account Email Address Account Phone Number Disclaimer Report Abuse
|
|