About Sunrise ITSM
Sunrise ITSM is a service management software from Sunrise Software for IT, HR, and Managed Service Providers. It combines public sector, healthcare, education, and financial services to help organizations effectively manage their service delivery. With over 25 years of expertise in service management, Sunrise ITSM supports diverse teams in handling service requests, incident management, and resource allocation efficiently. The platform is designed to cater to the specific needs of service desk teams, ensuring they can provide reliable support. Key capabilities: incident management service request management reporting and analytics resource allocation customer service management Best for: IT, HR, and MSP teams that need a comprehensive solution for service management.
Sunrise ITSM is a full‑featured IT service management platform built to help organisations manage incidents, service requests, changes, assets, knowledge and wider operational processes with a high degree of configurability and automation. It follows ITIL best practice and provides a modular approach, offering more than 30 configurable modules so teams can tailor the system to their specific workflows and priorities, which supports flexibility across different business areas and service desks. Sunrise supports both cloud‑hosted and on‑premise deployment, giving organisations choice over how they operate, and emphasises seamless integration with tools like Microsoft Teams, Slack and Jira through REST APIs to reduce the need to switch between disparate systems. It places strong focus on user experience, with a self‑service portal and integrated AI‑powered chatbot that allows end users to submit tickets, find knowledge base solutions and track progress without heavy reliance on support staff, helping reduce resolution times and improve overall satisfaction. SLA tracking, advanced reporting and analytics, along with dashboards and SDI‑compliant reporting, help teams monitor performance and make data‑driven decisions.
Pros & Cons
- +Combines core ITSM functions into one platform, reducing the need for multiple tools.
- +Workflows and automation speed up routine support processes and improve consistency.
- +The service catalogue and self‑service portal empower users to solve issues independently.
- +CMDB helps teams understand IT infrastructure and impacts of changes or incidents.
- +Performance reporting gives visibility into support effectiveness and bottlenecks.
- −Smaller teams without formal ITSM processes may find the range of features more than needed.
- −Implementation and configuration may require training or specialist support.
- −Full value of the CMDB and analytics depends on accurate and complete data input.
- −Advanced modules like change or release management may require more setup time.
Features
Key features
- IT Service Management Framework
- Provides a full suite of tools to manage IT support, incidents, requests, problems, and changes in a single platform.
- Incident and Problem Management
- Lets teams capture, track, and resolve incidents while identifying root causes to prevent recurrence.
- Change and Release Management
- Manages change requests, approvals, risk assessment, and deployments to reduce disruption.
- Service Catalogue
- Offers a centralised list of services that users can request, helping standardise support offerings.
- Self‑Service Portal
- Lets users submit and track support requests, find knowledge base articles, and check status without contacting agents directly.
Additional features
- Configuration Management Database (CMDB)
- Stores IT asset and configuration data so teams understand relationships and dependencies.
- Workflow Automation
- Automates routine tasks, approvals, escalations, and notifications to improve efficiency.
- SLAs and Performance Metrics
- Tracks service level agreements and key performance indicators to ensure targets are met.
- Reporting and Analytics
- Provides dashboards and reports that show trends, team performance, and service outcomes.
- Mobile Access
- Supports mobile interfaces so technicians and users can interact with the system from smartphones or tablets.
Pricing
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About Sunrise ITSM
Sunrise ITSM is a service management software from Sunrise Software for IT, HR, and Managed Service Providers. It combines public sector, healthcare, education, and financial services to help organizations effectively manage their service delivery. With over 25 years of expertise in service management, Sunrise ITSM supports diverse teams in handling service requests, incident management, and resource allocation efficiently. The platform is designed to cater to the specific needs of service desk teams, ensuring they can provide reliable support. Key capabilities: incident management service request management reporting and analytics resource allocation customer service management Best for: IT, HR, and MSP teams that need a comprehensive solution for service management.
Sunrise ITSM Details
Sunrise ITSM's In-App Market Place
Does Sunrise ITSM have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), CAD ($), AUD ($), CHF (Fr), CNY (¥), INR (₹), MXN ($)
Pros & Cons
- Combines core ITSM functions into one platform, reducing the need for multiple tools.
- Workflows and automation speed up routine support processes and improve consistency.
- The service catalogue and self‑service portal empower users to solve issues independently.
- CMDB helps teams understand IT infrastructure and impacts of changes or incidents.
- Performance reporting gives visibility into support effectiveness and bottlenecks.
- Smaller teams without formal ITSM processes may find the range of features more than needed.
- Implementation and configuration may require training or specialist support.
- Full value of the CMDB and analytics depends on accurate and complete data input.
- Advanced modules like change or release management may require more setup time.
Sunrise ITSM's Support Options
Email Address
support@sunrisesoftware.comContact
+44 (0) 1582 444119Sunrise ITSM's Alternatives
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