Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 4

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IT service management automation reduces costs and cycle times, and helps assure quality through the standardization of common functions.

Look for automated workflows based on ITIL best practices that allow the smooth handoff of tasks — from the initial report through approval of the required work — as well as any required change management processes and final close-out. This goes beyond “ticket handling” to managing and automating the entire process using best practices to solve problems and keep the business running through workflows for approvals, escalation, and changes. Automation, combined with self-service, is particularly effective in speeding common functions, such as repairing failed servers, resetting passwords, recovering files, and changing access rights.

Key automation capabilities to look for include:

  • Self-service options for password resets and requests for access, which alone can eliminate almost half of the manual effort required to resolve repetitive incidents.
  • Integration with password management solutions to allow service desk personnel to provide self-service password options to users.

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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