CSE Global (UK) harnesses Sunrise ITSM to achieve coveted ISO/IEC 20000 status

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Global systems integrator enjoys consistent approach and improved communication with customers

Sunrise Software

ISO accreditation had long been a goal for CSE. Very early on, our board saw the opportunity that ISO/IEC 20000 offered as a standard for service quality and the competitive advantage that this brings.

Sunrise Software, an independent provider of IT Service Management (ITSM) solutions, today announced that by using its Sostenuto solution, global systems integrator CSE Global (UK), has joined an elite group of just over 50 organisations, to attain the respected ISO/IEC 20000 accreditation. ISO/IEC 20000 is the first worldwide standard specifically aimed at ITSM, describing an integrated set of management processes for the effective delivery of services to the business and its customers.

Kate Stead, Service Director at CSE's Healthcare Systems division said: "ISO accreditation had long been a goal for CSE. Very early on, our board saw the opportunity that ISO/IEC 20000 offered as a standard for service quality and the competitive advantage that this brings." She continued: "Our view was that until you measure yourself against a highly reputable standard, you don't know how good your service is, and ISO is well known to provide the most thorough benchmark available."

The Sunrise solution was chosen with ISO/IEC 20000 specifically in mind and selected over other service management packages due to it being highly effective at translating ITIL into good working processes, and because it lends itself well to the concept of continuous improvement associated with the standard.

The benefits of adhering to the ISO standard have been instant and achieved through a thorough understanding of ITIL and how it can apply to an external customer service environment, underpinned by Sunrise's web-based software Sostenuto. The new approach means that CSE Healthcare Systems is now much more agile and proactive in the way it deals with customers, leading to improved customer service. Incident trends have become stable and fewer peaks and troughs have allowed time to identify training needs and focus on rollouts during quieter periods.

The better quality of engagement encouraged by the standard, has also had marked benefits for CSE Healthcare Systems customers, as it has led to continuous communication and a more consistent approach.

Tom Weston, Chairman of Sunrise Software, commented: "We are proud that our Sostenuto product has been such a key element of assisting CSE Healthcare Systems in realising the benefits of ISO/IEC 20000, not just for individual departments, but for the whole company through improved customer relationships." He continued: "CSE Servelec's staged approach has been key to its success and we look forward to aiding the team to extend the standard to other areas of the business and adhere to the central tenet of the standard of continuous improvement."

Sunrise has published an in-depth Q&A with Kate Stead covering her experience of implementing the standard and advice for other organisations, which can be requested by emailing welcome (at) sunrisesoftware.co.uk.

Sunrise offers a range of IT Management software solutions to meet different requirement levels, ranging from a conventional call logging system, to a fully ITIL compatible service management solution. Sunrise Software's flagship product, Sostenuto ITSM, is an advanced, browser-based IT service management solution which offers a fully integrated ITIL package, featuring pre-built processes for every ITIL discipline.

About Sunrise Software:
Sunrise was founded in 1994 and is a leading independent provider of IT Service Management solutions. Its customer base includes over 1,000 blue chip and public sector organisations, including names such as Anglian Water, Mothercare, the NHS, QVC, Harper Collins, Rugby Football Union and Landesbank Baden Wurttemberg.

Sunrise is widely recognised for excellent service, and product innovation is key to its long-term vision. This is the strategy behind the launch, in 2003, of Sostenuto ITSM, a process driven, entirely browser based solution to complement Enterprise, its well-established client-server offering.

2007 saw the launch of Sostenuto Foundation, a browser-based solution that offers the core ITIL processes out of the box. Foundation allows customers to take a step-by-step approach to ITIL, an alternative to the 'ITIL all-in' approach available with Sostenuto ITSM. For further information, please visit http://www.sunrisesoftware.co.uk.

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Angela Steel
Sunrise Software
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