Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 7

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Especially for an overstretched IT team, collaboration is essential to increasing productivity, sharing knowledge, and reducing response times.

Look for collaboration capabilities that reduce the wasted time and effort as staff trade phone calls or emails to find the status of projects, the delivery of parts, the answers to common questions, or information on any new problems that may have arisen since their arrival at a remote site. Also, look for the ability to quickly share updates about the status of outstanding issues and the solutions to them.

Collaboration can also be used with knowledge base and problem management systems. A knowledge base captures information about common problems and the solutions for them. It should include an intuitive interface that makes it easy for users and IT staff to enter information, as well as robust search capabilities to allow easy and fast access to information. Automated discovery of the IT infrastructure can speed creation of this knowledge base.

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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