Nine Criteria to Look For in Your Next SaaS Service Desk - Slide 9

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Because your requirements are changing constantly, you can’t afford to get locked into a SaaS service desk platform that is too small and limited for your needs. Look for a dynamic platform that can quickly and easily scale to the number of users and scope of capabilities you need. It should also accommodate growth in the number and type of devices, applications, and services you manage. Look for a platform that does not consist of just a single application, but rather, supports development tools for the rapid and easy addition of new services.

A true platform will also provide new capabilities via a vibrant partner ecosystem. Partner solutions enhance your core capabilities. Because they have been developed, tested, and approved as part of the platform offering, you can rest easy knowing that support, integration, and interoperability are handled by the solution provider, and are not your responsibility.

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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