Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 8

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To provide the best service at the lowest cost, you need to know what assets you have and how they are performing. You also need to know how many service requests you are handling, how quickly you are handling them, how many issues remain unresolved, and what systems and business units generate the most service requests. Look for a SaaS service desk solution that provides both IT and business management visibility into the status of your assets, and the quality of service you are providing, so you can improve your efficiency and effectiveness over time.

Your SaaS solution should also report on the status of the IT infrastructure, and the work done by the IT staff, in language and formats that are easily understood by business managers. This includes dashboards showing the status of critical applications, as well as the number and type of hardware and software licenses owned by the organization and the current backlog of open requests. This combined view of IT assets, workloads, and the applications and business services they support helps business managers understand the contribution of IT to the business.

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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