UK-headquartered service management company Sunrise Software says that EMI Music Publishing, the world’s leading publisher of popular music, has selected its flagship product Sostenuto to support 900 users in 55 countries around the world. The Software as a Service (SaaS) IT Service Management solution went live in just one week and is already providing greater visibility of EMI’s IT activities and tighter integration between the company’s two main Service Desks in London and New York.
EMI Music Publishing in Europe was looking to upgrade its existing IT Service Management platform with a global SaaS offering that could also support the company’s team in the United States. After evaluating several vendors in the marketplace, it chose Sunrise Software primarily for its out-of-the-box functionality and the excellent service Sunrise provided during the sales process.
Eifion Smith, European IT Service Delivery Manager at EMI Music Publishing commented, “Compared with other solutions, Sostenuto offered a complete out-of-the-box package with no hidden surprises or expensive, additional bolt-ons. We also built up a fantastic relationship with the Sunrise account manager who was easy to work with and went the extra mile to answer all our questions.”
Sunrise Software was successful in meeting EMI Music Publishing’s demanding timescales, going live just one week after purchasing the new software. Ten Service Desk analysts are using Sostenuto to build an effective IT service delivery framework based on ITIL® best-practice principles. They are currently using the new system to promote more consistent ways of working between the two main Service Desks, with global processes for Incident and Problem Management.
In just a few weeks, EMI Music Publishing has derived immediate benefit from the real-time information and management reports made possible by Sostenuto. The transparency of the solution gives the IT department, in both Europe and the USA, greater visibility of all activities coming into the Service Desk and will ultimately deliver an enhanced service to users everywhere.
EMI Music Publishing plans to expand the Sostenuto solution by adding self-service, Change Management and Knowledge Management functionality to the Service Desk environment in the future, a step that will save time by automating common tasks and enable users to help themselves.
Geoff Rees, Sales Director of Sunrise Software, concluded: “Fast-moving organisations like EMI Music Publishing with a high-profile, well-respected reputation to keep, demand dynamic yet reliable technology to support their staff. With a proven track record in delivering value for money and scalable Service Desk solutions to a wide range of industry sectors, EMI Music Publishing can trust us to provide a compact, high performance technology solution that delivers a swift, efficient IT service and guarantees rapid business results to boot.”
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