Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 5

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Change can mean anything from upgrading a user’s PC to installing a new customer relationship management (CRM) system. Performing changes is one of the most common functions performed by an IT organization, and can cause the most problems if not done correctly.

To help prevent such problems, look for a service desk solution with built-in best practices that assure changes are made correctly — and at the least cost.

Your SaaS service desk solution should also include ITIL-compatible processes to assure changes are made correctly, with the proper provision for evaluation, testing, audit, and rollback, if needed. What’s more, it should offer a graphical change schedule to help IT staff schedule and coordinate their work most effectively.

Finally, look for a SaaS solution that includes integrated work order management and complete inventory tracking for the items affected by each change. This helps speed tracking and troubleshooting in the event of a change that causes unexpected problems.

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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