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Benefits of an ITIL Help Desk in the cloud

Benefits of an ITIL Help Desk in the cloud

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Published by: pivic on Sep 26, 2011
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09/26/2011

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SOLUTION WHITE PAPER
Benefits of an ITIL Help Deskin the Cloud
A New ITIL Solution for Small-to-Medium Businesses
 
TABLE OF CONTENTS
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1HELP DESK NEEDS IN SMALLER ENVIRONMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1POWER IN THE CLOUD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3SUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
 
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INTRODUCTION
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, soware, 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 oen 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 oentoo diffi cult or expensive to be practical. Having to buy and configure help desk soware 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, soware» Poor processes» Delayed time to value» Keeping current with the latest version
 

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