Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 2

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The least expensive help desk call is the one that’s never made because users can instantly see the status of their requests or problems online — or better still, solve them on their own. That’s why your solution should include a portal that allows users to easily enter and track requests. What’s more, your IT staff can use the information from the portal, in the form of incidents, to prioritize requests and track their volume, and to proactively communicate with users to reduce their anxiety and the number of expensive calls they make to the service desk.

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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