Customer Case Studies

informatics merseyside
pennine care
st helens & knowsley
Crisis management ITSM
self-service ESM

Delivering service desk solutions for healthcare

The highly demanding, service-driven profile of the NHS requires IT service desk software that is underpinned by efficient world-class practices and delivers outstanding business value. Sunrise ITSM software is widely used across the NHS and healthcare sector as the foundation for IT services processes with flexibility to adapt to emerging changes in demand.
Budget constraints are not new, but shared services and multiple-department, non-IT helpdesks enabled by Sunrise, can deliver more for less.

With our experience of supporting the IT Services journeys of NHS acute trusts, service providers and care organisations amongst others, we are confident our software can provide the focus and flexibility needed to underpin the newly emerging challenges of delivering integrated healthcare systems to the community.

Easily adaptable to new challenges

IT services in healthcare have been in a state of high change and demand during the COVID pandemic, with changes in working patterns and urgent acceleration of digital transformation at the workplace driving new support requirements. The adaptable nature of Sunrise ITSM enables NHS organisations to react quickly to the pandemic’s requirements, with the Crisis Management function helping customers to develop focused services and reporting to support stretched IT teams.

Our ITSM software platform is easy to configure and adapt, centred around ITIL best practice to help IT and other healthcare service desks support their customers. The all-encompassing ITSM solution includes core functions such as Incident and Request Management used by the healthcare IT support team The configurable and intuitive self-service portal allows customers to interact with your support teams whenever they choose in the 24/7 healthcare world.
Our platform also enables service desks for wider areas of the organisation, for example, managing Freedom of Information (FOI) requests, HR & ESR queries and request fulfilment across all business units. 

In addition, integrated Project Management tracking capability and full Supplier Management provide the ability to manage both your suppliers and relevant contracts. Functionality to track Risks with Controls and Audits to mitigate them, is also included as standard.

ITSM software for the NHS

Informatics Merseyside is a long-standing Sunrise customer, deploying its ITSM software to multiple NHS organisations across a single platform. “As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value,” said David Gordon, Head of IT Service Operations, NHS Informatics Merseyside. “Our Shift Left strategy aims to automate activities, freeing up service desk time. Sunrise has helped drive a cultural change within the organisation, allowing us to innovate and deliver the easy experience that our increasingly digital customers expect, whatever their needs.”

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