Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 10

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Look for security features, such as encryption, access control, and proper segregation of data, which protect your organization’s information in a multi-tenant environment. Insist on platforms that comply with rigorous security certifications, such as ISO 27001, SAS70 Type II, and SysTrust, as well as granular security and sharing rules to let customers decide which users see which information. This facilitates the delegation of less critical tasks to less-skilled workers, lowering support costs while assuring proper security. Also, insist on enterprise-level data backup and disaster recovery services to ensure uninterrupted service.

One of the biggest challenges that faces most small and medium-size businesses is competing against larger firms while having a much smaller budget. In a smaller organization, the IT staff must constantly juggle routine day-to-day problems while also rolling out new applications and services.

To effectively match larger rivals, you need efficient service management and help desk tools and processes to reduce incident response time and costs — without incurring the expense and complexity of implementing a service desk solution yourself. Choosing a SaaS service management and help desk solution can eliminate the headaches of buying and maintaining servers and software, allowing you to “manage services, not servers.”

However, not all SaaS service desk solutions are created equal. By selecting a solution based on the ITIL® (IT Infrastructure Library®) standard, you get field-proven best practices that speed problem resolution, increase the efficiency and effectiveness of your staff, and document the value IT is delivering to the business.

This slideshow highlights nine important criteria, identified by BMC Software, you should look for in a SaaS service desk solution that will help increase user satisfaction, the morale of your IT staff, and the success of your business.

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