EMI Music moves to global SaaS-based service desk from Sunrise Software

EMI Music Publishing has deployed Sostenuto cloud-based IT management software-as-a-service (SaaS) to support 900 users

EMI Music Publishing, has deployed a cloud-based IT service management software-as-a-service (SaaS) from Sunrise Software to support 900 users in 55 countries around the world.

SaaS service management product Sostenuto took one week to deploy and connects EMI’s IT activities across its two main service desks in London and New York.

Eifion Smith, European IT service delivery manager at EMI Music Publishing , said: “Since late June, we've had global support and can see where the busy points are across the globe and provide follow-the-sun support.”

Ten service desk analysts are using Sostenuto to build an effective IT service delivery framework based on ITIL best-practice principles. 

Smith said EMI Music Publishing was looking to replace its aging European on-premise helpdesk system from Touchpaper and Excel-based tracking in the US, as part of a company-wide initiative to link different regions together. 

“We are trying to break the territorial/regional focus,” said Smith.

By running a global support desk he hopes to capture everything related to IT. 

“We do not only want to capture password changes, but also change request so we can report back to the executives,” said Smith.

Smith found out about the Sunrise system while visiting this year’s Infosecurity conference in Earl Court. 

He said: “The system is hosted by a third party. So as long as you have an internet session, you can log into Sostenuto instance from any device.”

Currently, EMI Music Publishing is providing e-mail and telephone access for contacting the helpdesk. 

Smith said: “In phase two we plan to roll out a self-service help desk, with FAQs and the ability to log calls via a helpdesk portal.”

The software supports workflow. Smith intends to adopt industry best practice for running the helpdesk, automating new user requests through an automated approval process. 

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