Industry comments

"Sunrise are among the upstarts with software far removed from the client/server days that will really come into their element in a distributed environment, very much the space that the IT service desk will have to operate within if it is to succeed."
James West, Editor of Customer Service News

"If you think you know all there is to know about helpdesk - or more accurately ITSM - software, then stand to be corrected. With Sostenuto, Sunrise has rewritten the rulebook…"
Steve Broadhead, journalist, Support World

"For many years now it could be argued that the helpdesk market has remained largely static, even predictable. With Sostenuto however, Sunrise is changing the approach of service management software development, while maintaining all of the key features you would expect to find in a helpdesk product. Whereas the common, modular approach is relatively rigid in terms of how it forces you to work in a particular way (and can be expensive to boot), Sostenuto has been developed from the ground up as a framework, as well as a set of ITSM-specific tools. Should you wish to explore the - very extensive - limits of Sostenuto, you will find that your imagination is really the only limit"
Steve Broadhead, journalist, Support World

"The potential complexity of the new world of ITS and the perhaps understandable and unavoidable incompleteness of ITIL as an approach forces software vendors to accept the need for flexibility. A recent survey of companies adopting ITIL showed that only 7.5% implemented process management tools 'out of the box' - the vast majority had to customise the system to reflect the process. Most software tools will allow for the construction of forms and reports, but not all will allow for the creation, design and adjustment of an altogether new process. Some are 'hard-coded to express how the programmer sees the workflow rather than how it works in an individual company and this can hamper true expression of the actual processes. Industry evidence suggests that the tool has to be customised anyway - in that case, it should be one that offers the kind of flexibility that ITS will demand"
Noel Bruton, author of 'How to manage the IT helpdesk'