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