Smaller IT organizations, such as those serving small-to-medium businesses (SMBs) and departments within largerorganizations, must deliver world-class service on a small company budget. With increasing ﬁnancial pressures andconstraints, an already overworked staﬀ and ever-increasing customer expectations, you know that getting the most out ofevery minute and dollar is crucial to survival and growth.Unlike larger enterprises that have signiﬁcant resources to develop and maintain IT processes, you must concentrate onyour core business before thinking about IT best practices. This can force you into merely “ﬁghting ﬁres” rather than taking astructured and pragmatic approach to delivering business value. You struggle with the cost and eﬀort of upgrading help deskapplications — and justifying the up-front investment they require in hardware, soware, and staﬀ — while knowing they canhelp you in the long run through lower management costs and improved visibility into the delivery of IT services.
SMBs and departments within larger organizations oen lack the resources to deliver the help deskbest practices their users require.
While you don’t have the luxury to customize and maintain the infrastructure to run your help desk, you don’t want to sacriﬁceﬂexibility and get boxed into a one-size-ﬁts-all solution. You need to be able to add a new workﬂow to the system, or a newfeature to a user interface, without waiting weeks or months for a developer to implement it. Finally, you want to be able togrow your capabilities over time, adding new time-saving and cost-saving capabilities, such as user self-service or an onlineknowledge base.You can get all this, and more, with BMC ServiceDesk on Force.com. This new service delivers easy-to-use and powerful helpdesk, self-service, and incident management tools built on ITIL-based best practices, along with the low total cost of ownership,power, and personalization provided by the proven Force.com Cloud-based infrastructure. This Cloud-based SaaS solution willhelp you quickly automate routine workﬂows, cut repetitive management tasks, improve service quality, and ease compliance— all while reducing costs to give you the beneﬁts of a world-class help desk at a great value.
BMC ServiceDesk on Force.com provides the beneﬁts of a world-class help desk at a great value.
HELP DESK NEEDS IN SMALLER ENVIRONMENTS
As part of an SMB or departmental IT organization, you may lack the resources to support a highly customized IT help deskapplication, maintain sophisticated change and release processes, implement sophisticated identity and access controls, ordevelop “best practices” based on standards, such as the IT Infrastructure Library® (ITIL®). What’s more, you may ﬁnd thatmaking changes to your help desk application to reﬂect how your business works — or to implement ITIL processes — is oentoo diﬃ cult or expensive to be practical. Having to buy and conﬁgure help desk soware weeks or even months before it startsdelivering value makes it harder to justify the purchase, even if it saves money and increases service quality in the long run.
Help desk pain points:» Lack of resources» Up-front cost of hardware, soware» Poor processes» Delayed time to value» Keeping current with the latest version