Compliancy with SDI’s Global Best Practice Standard

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Sunrise Software, a leading supplier of service management solutions and their ‘Sunrise ITSM for Performance’ Reporting tool has been approved as reporting in line with SDI’s Global Best Practice Standard for Service Desk Version 8.  (Best Practice Standard).

Reporting remains a major frustration for service desk professionals, second only to usability of service desk software. The challenges inherent in reporting include not only which metrics should be measured but also how to extract the data so that they can be reported on quickly and easily with the least amount of human intervention.

The performance reports as defined in Concept 8 of SDI’s internationally recognised Best Practice Standard, (upon which the Service Desk Certification programme is based), are designed to run at the click of a button from within Sunrise’s ITSM service desk tool.

Pre- Configured Reporting aligned with Global Best Practice

For organisations planning to achieve SDI’s Service Desk Certification (SDC), Sunrise ITSM provides a series of pre-configured reports that make it easy to generate the performance metrics required. Ensuring easy, efficient and intuitive access to core service desk metrics proves invaluable for every service desk operation, and especially for those taking part in SDI’s Service Desk Certification programme.

Passionate about inspiring service desks to be brilliant, SDI has made it their mission to help service desk professionals find a resolution to this common challenge and to make service desk reporting challenges a thing of the past. Since 2013, SDI has invited service desk software suppliers to build a compliant reporting capability into their software; Sunrise is one of only a handful to successfully meet the criteria, transforming the reporting process for service desks.

Providing easy, efficient and intuitive access to the international standard of service desk metrics has proven invaluable for organisations from a broad cross-section of industries currently engaged with SDI’s Service Desk Certification programme.

Sunrise has long been committed to Concept 8, the ‘Management Information and Performance Results’ section of the Global Best Practice Standard. The SDI fully supports vendors such as Sunrise, that assist IT professionals in getting access to service management data which in turn supports continual improvement.