Migrate your Sunrise ITSM data
UK-focused ITSM platform with 30+ configurable modules, ITIL alignment, and a no-code workflow builder. Popular with mid-market service desks that want flexibility without consultant dependency.
In its favor
Why people choose Sunrise ITSM
The signal that keeps Sunrise ITSM on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Fast time-to-value with a pre-configured ITSM foundation that still lets service desk teams configure forms and workflows without writing code.
Highly customisable through over 30 configurable modules, allowing organisations to build a platform that matches their exact service delivery process.
ITIL-aligned out of the box with Incident, Request, Change, and Problem management modules that map directly to ITIL practices.
Good support responsiveness and documentation quality, reducing reliance on external consultants for day-to-day configuration changes.
Strong IT asset management capability that ties Configuration Items to Incidents and Changes, giving service desks full dependency visibility.
Vendor lock-in through deep customisation becomes difficult to unwind when the organisation wants to switch platforms or significantly restructure its ITSM setup.
Pricing model lacks transparency — the subscription covers core modules but some advanced capabilities are gated behind further cost, leading to budget surprises post-onboarding.
Limited integration ecosystem compared to larger platforms like ServiceNow or Jira Service Management, making it harder to connect to enterprise monitoring or HR tools.
Self-service portal customisation is constrained for non-technical admins, requiring developer involvement for more advanced portal tweaks.
Reasons to switch
Why people leave Sunrise ITSM
The recurring reasons buyers give for replacing Sunrise ITSM. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Sunrise ITSM fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Sunrise ITSM pricing overview
Sunrise ITSM sells via subscription licensing scoped to the number of agents and modules deployed. Specific tier pricing is not publicly published on their website; prospective customers must contact Sunrise Software directly for a quote. The subscription model includes support, upgrades, and access to the full module library with customisation rights.
Sunrise ITSM (sales-led)
Tier 1 of 2
From £40/month (entry — full tiers via direct quote)
What's included
Need help selecting your Helpdesk?
Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Sunrise ITSM's schedule — see our quote-based pricing →
What gets migrated
Sunrise ITSM object support
Object-by-object support for Sunrise ITSM migrations. Per-pair details surface during scoping.
Incidents
Fully supportedSunrise ITSM logs Incidents with priority, category, assignee, and custom fields. We map all standard fields and any organisation-level custom Incident properties to the destination schema.
Service Requests
Fully supportedService Requests carry requestor info, fulfiller assignment, and approval chains. We preserve the request lineage and any linked knowledge article references at migration time.
Changes
Fully supportedChange records include risk level, approval status, and related Incidents. We carry forward the Change calendar linkage and related CI associations.
Assets (CI)
Mapping requiredAssets are Configuration Items with relationships to Incidents and Changes. Where custom CI types exist, we map them field-by-field to match the destination asset schema.
Knowledge Articles
Mapping requiredKB Articles have content, categories, and status flags. Some Sunrise ITSM customers store articles in a customrichtext format — we extract the HTML body and re-structure it for the destination knowledge base.
Users and Agents
Fully supportedUser and Agent records include contact details, role assignments, and team memberships. We map Active Directory synchronisation identities to preserve SSO continuity.
Teams
Fully supportedTeams define agent group boundaries for routing and escalation. We preserve team membership order and escalation hierarchy during migration.
Service Catalog Items
Mapping requiredCatalog items are linked to workflows and approval matrices. We migrate the item definitions and flag any broken workflow references for manual re-linkage.
Training Courses
Mapping requiredThe ITBM module stores course outlines, costs, and attendance records. Delegate history and skills acquired are migrated as structured records with effective dates.
Skills and Certifications
Mapping requiredSkills are linked to agents and updated when training courses are completed. We map skill-to-agent associations and flag any expired certifications for customer review.
Custom Modules
Mapping requiredWith 30+ configurable modules, some customers run bespoke objects. We audit the live schema pre-migration, extract each custom module's field list, and map them individually.
Attachments
Mapping requiredFile attachments on Incidents and Changes reference storage paths. We resolve each reference, download the file, and re-attach to the equivalent record in the destination system.
| Object | Support | Notes |
|---|---|---|
| Incidents | Fully supported | Sunrise ITSM logs Incidents with priority, category, assignee, and custom fields. We map all standard fields and any organisation-level custom Incident properties to the destination schema. |
| Service Requests | Fully supported | Service Requests carry requestor info, fulfiller assignment, and approval chains. We preserve the request lineage and any linked knowledge article references at migration time. |
| Changes | Fully supported | Change records include risk level, approval status, and related Incidents. We carry forward the Change calendar linkage and related CI associations. |
| Assets (CI) | Mapping required | Assets are Configuration Items with relationships to Incidents and Changes. Where custom CI types exist, we map them field-by-field to match the destination asset schema. |
| Knowledge Articles | Mapping required | KB Articles have content, categories, and status flags. Some Sunrise ITSM customers store articles in a customrichtext format — we extract the HTML body and re-structure it for the destination knowledge base. |
| Users and Agents | Fully supported | User and Agent records include contact details, role assignments, and team memberships. We map Active Directory synchronisation identities to preserve SSO continuity. |
| Teams | Fully supported | Teams define agent group boundaries for routing and escalation. We preserve team membership order and escalation hierarchy during migration. |
| Service Catalog Items | Mapping required | Catalog items are linked to workflows and approval matrices. We migrate the item definitions and flag any broken workflow references for manual re-linkage. |
| Training Courses | Mapping required | The ITBM module stores course outlines, costs, and attendance records. Delegate history and skills acquired are migrated as structured records with effective dates. |
| Skills and Certifications | Mapping required | Skills are linked to agents and updated when training courses are completed. We map skill-to-agent associations and flag any expired certifications for customer review. |
| Custom Modules | Mapping required | With 30+ configurable modules, some customers run bespoke objects. We audit the live schema pre-migration, extract each custom module's field list, and map them individually. |
| Attachments | Mapping required | File attachments on Incidents and Changes reference storage paths. We resolve each reference, download the file, and re-attach to the equivalent record in the destination system. |
Gotchas
What to watch for in Sunrise ITSM migrations
Issues we've hit on past Sunrise ITSM migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Custom module schema is invisible to standard exports
No documented public API for bulk data extraction
Attachment storage paths reference internal file servers
ITBM training and skills module uses effective-date semantics
| Severity | Issue |
|---|---|
| High | Custom module schema is invisible to standard exports |
| High | No documented public API for bulk data extraction |
| Medium | Attachment storage paths reference internal file servers |
| Medium | ITBM training and skills module uses effective-date semantics |
Leaving Sunrise ITSM?
Where Sunrise ITSM customers move next
7 destinations Sunrise ITSM can migrate to.
How a Sunrise ITSM migration works
Four steps, Sunrise ITSM-specific
Connect
OAuth 2.0 against api.sbssunrise.com (POST /oauth2/token, grant_type=password, client_id provisioned by Sunrise admin). Returns Bearer access token; default expires_in = 1799 seconds (~30 minutes); re-call /oauth2/token to refresh. into Sunrise ITSM. Scopes limited to read-only on the data we move.
Map
We translate Sunrise ITSM-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Sunrise ITSM quirks before production.
Migrate
Full migration with Sunrise ITSM rate-limit handling. Rollback available throughout.
FAQ
Sunrise ITSM migration FAQ
Answers to the questions buyers ask most during Sunrise ITSM migration scoping. Not seeing yours? Book a call.
Can't find your answer?
Walk through your Sunrise ITSM migration with a real engineer — 30 minutes, free, written quote within 24 hours.
Book a free 30 minute consultationOther helpdesks we support
Ready when you are
Migrate Sunrise ITSM.
Without the rebuild.
Free scoping call with a migration engineer. Tell us about your Sunrise ITSM setup and destination — written quote back within a business day.