Sunrise ITSM

Sunrise ITSM offers a self-service portal that simplifies tech support for end-users. The platform allows users to raise incidents or service requests, search a comprehensive knowledge base, and track existing tickets. By giving users more control, it streamlines support and ensures a smooth, efficient, and hassle-free experience.

The software includes an AI-powered chatbot integrated with ChatGPT and SharePoint to deliver instant support. Users can submit tickets, find solutions independently, and receive automated responses without waiting for human assistance. This feature improves response times, enhances user satisfaction, and frees service desk teams to focus on complex issues.

Sunrise ITSM provides robust incident management to accelerate classification and resolution. The platform automates routing to the right teams or suppliers based on event or classification criteria. Its codeless process builder reduces manual effort, improves first call resolution, and helps organizations restore services quickly while minimizing customer disruption.

The platform supports structured change management, helping organizations schedule, manage, and communicate proposed changes effectively. Users can identify potential business impacts early, gain approvals seamlessly, and monitor every step of the change lifecycle. This ensures reduced risk, better decision-making, and smoother implementation of IT changes across the organization.

Sunrise ITSM features a knowledge management module that centralizes crucial information across the service desk. The software enables publishing articles for both staff and self-service users, accelerates onboarding, and ensures faster, consistent responses. By empowering users to resolve issues independently, it enhances efficiency and reduces repetitive support interactions.