{"id":10566,"date":"2011-05-04T13:33:00","date_gmt":"2011-05-04T18:33:00","guid":{"rendered":"http:\/\/devweb.rjrinnovations.com\/mid-market-musing-nine-things-to-look-for-in-your-next-saas-service-desk-2\/"},"modified":"2016-10-13T10:21:41","modified_gmt":"2016-10-13T14:21:41","slug":"mid-market-musing-nine-things-to-look-for-in-your-next-saas-service-desk-2","status":"publish","type":"post","link":"https:\/\/www.rjrinnovations.com\/fr\/mid-market-musing-nine-things-to-look-for-in-your-next-saas-service-desk-2\/","title":{"rendered":"Mid Market Musing; Nine Things to Look For in Your Next SaaS Service Desk"},"content":{"rendered":"<div>One of the biggest challenges that  face most small and medium 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.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>To  effectively match larger rivals, you need efficient service management  and help desk tools and processes to reduce incident response time and  costs \u2014 without incurring the expense and complexity of implementing a  service desk solution yourself.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Choosing  a SaaS service management and help desk solution can eliminate the  headaches of buying and maintaining servers and software, allowing you  to <strong><em>\u201cmanage services, not servers.\u201d<\/em><\/strong><br \/><em><br \/><\/em><br \/>However,  not all SaaS service desk solutions are created equal. By selecting a  solution based on the ITIL\u00ae (IT Infrastructure Library\u00ae) 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.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Here  are nine important criteria to 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.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>User Request Portal<\/strong>; <em>The  least expensive help desk call is the one that\u2019s never made because  users can instantly see the status of their requests or problems online \u2014  or better still, solve them on their own. That\u2019s why your solution  should include a portal that allows users to easily enter and track  requests.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>Problem Management<\/strong>; <em>A problem management system helps IT analysts understand the root causes of incidents and prevent them in the future.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>IT Service Management Automation<\/strong>; <em>IT  service management automation reduces costs and cycle times, and helps  assure quality through the standardization of common functions.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>Integrate d Change Management<\/strong>; <em>Change  can mean anything from upgrading a user\u2019s 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.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>IT Asset Tracking and Management;<\/strong><em>  Proper management is critical to making the most effective use of your  most expensive assets \u2014your hardware, your software, and the skilled  staff to manage them.\u00a0 Not having a clear picture of your IT assets can  lead to expensive purchases of hardware or software you already own but  may not be aware of. It can also expose you to liability if you own the  wrong type of licenses or fewer software licenses than you need.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>Team Communication and Collaboration; <\/strong><em>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.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>Information to Guide Management Decisions; <\/strong><em>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.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>A Plat form for Growth; <\/strong><em>Because  your requirements are changing constantly, you can\u2019t 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.<\/em><\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li><strong>Security and Reliability; <\/strong><em>Look  for security features, such as encryption, access control, and proper  segregation of data, which protect your organization\u2019s information in a  multi-tenant environment. Insist on platforms that comply with rigorous  security certifications, such as ISO 27001, SAS70 Type II, and SysTrust,  as well as granular security and sharing rules to let customers decide  which users see which information.<\/em> <\/li>\n<\/ul>\n<p><a href=\"http:\/\/documents.bmc.com\/products\/documents\/70\/84\/187084\/187084.pdf\">Read the entire paper<\/a><\/p>\n<p>By: ITSM Guy <\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>One of the biggest challenges that face most small and medium 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  [&#8230;]<\/p>\n","protected":false},"author":26,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[39],"class_list":["post-10566","post","type-post","status-publish","format-standard","hentry","category-blog","tag-english-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mid Market Musing; Nine Things to Look For in Your Next SaaS Service Desk - RJR Innovations<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rjrinnovations.com\/fr\/mid-market-musing-nine-things-to-look-for-in-your-next-saas-service-desk-2\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mid Market Musing; Nine Things to Look For in Your Next SaaS Service Desk - RJR Innovations\" \/>\n<meta property=\"og:description\" content=\"One of the biggest challenges that face most small and medium businesses is competing against larger firms while having a much smaller budget. 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