This enhances our service delivery and ultimately gives the confidence to our customers that we are doing a good job.
Secure smartphone access to Service Desk data increases productivity for IT support staff
Chessington, 29 May 2012 - UK-headquartered service management company Sunrise Software has announced that demand has been strong for Sostenuto Mobile, the latest addition to its flagship product line for IT and Customer Service Desk management. Two customers, including Sheffield International Venues, have already chosen Sostenuto Mobile to enable support staff secure access to Service Desk information while working remotely. Launched in April this year at the Service Desk and IT Support Show, Sostenuto Mobile allows instant, real-time access 24/7/365 to the Service Desk, using a wide range of mobile devices including the latest smartphones and tablet PCs. Both customers expect their Service Desk to provide a faster response and be more productive as a result of using mobile devices.
Michael Cook, ICT Manager at Sheffield International Venues said; “Sostenuto Mobile is what we have been waiting for. It gives my support engineers the ability to update incident records on the move, including resolution and closure so that our performance statistics become much more accurate. It allows engineers to be alerted to new incidents and service requests with immediate access into the system, to ensure they have the detailed information whilst they are out and about across our organisation. This enhances our service delivery and ultimately gives the confidence to our customers that we are doing a good job.”
Sostenuto Mobile enables IT professionals to access all Service Desk functionality from a BlackBerry, Android, iPhone, iPad and other mobile devices. It features an easy to use interface with all smartphones and integration with existing Sostenuto security standards, enabling mobile staff to access critical Service Desk information, including real-time access to incidents and changes to third party contracts.
The ability to access real-time data, with no lengthy synchronization required, saves time and increases productivity. Users can also access the self-service portal securely and raise incidents themselves using their own devices.
Geoff Rees, Sales Director of Sunrise Software, said: “The adoption of Sostenuto Mobile by two customers since its launch just a month ago demonstrates the requirement for Service Desk professionals to be able to operate in an increasingly mobile world. Sostenuto Mobile’s compatibility with an organisation’s existing devices also reduces the need to invest in new capital equipment, important in today’s financial climate. Our aim is always to be at the forefront of technology trends and offer solutions that deliver tangible benefits to assist our customers in delivering a cost-efficient, responsive IT service.”
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
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