Benefits of an ITIL Help Desk in the cloud

8/4/2019 Benefits of an ITIL Help Desk in the cloud

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SOLUTION WHITE PAPER

Benefits of an ITIL Help Deskin the Cloud

A New ITIL Solution for Small-to-Medium Businesses


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TABLE OF CONTENTS

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

HELP DESK NEEDS IN SMALLER ENVIRONMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

POWER IN THE CLOUD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

SUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6


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INTRODUCTION

Smaller IT organizations, such as those serving small-to-medium businesses (SMBs) and departments within larger

organizations, must deliver world-class service on a small company budget. With increasing financial pressures and

constraints, an already overworked staff and ever-increasing customer expectations, you know that getting the most out of

every 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 on

your 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 desk

applications and justifying the up-front investment they require in hardware, soware, and staff while knowing they can

help 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 desk

best practices their users require.

While you dont have the luxury to customize and maintain the infrastructure to run your help desk, you dont want to sacrifice

flexibility 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 new

feature to a user interface, without waiting weeks or months for a developer to implement it. Finally, you want to be able to

grow your capabilities over time, adding new time-saving and cost-saving capabilities, such as user self-service or an online

knowledge base.

You can get all this, and more, with BMC ServiceDesk on Force.com. This new service delivers easy-to-use and powerful help

desk, 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 will

help 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 desk

application, maintain sophisticated change and release processes, implement sophisticated identity and access controls, or

develop best practices based on standards, such as the IT Infrastructure Librar y (ITIL). Whats more, you may find that

making changes to your help desk application to reflect how your business works or to implement ITIL processes is oen

too diffi cult or expensive to be practical. Having to buy and configure help desk soware weeks or even months before it starts

delivering 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


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As an IT leader, you need a flexible help desk solution that gives you a single view into your IT infrastructure, improves service

quality, measures improvement over time, and gives you a roadmap to add capabilities, such as change, configuration, event,

and application management. With BMC ServiceDesk on Force.com, customers can:

Reduce help desk costs by automating repetitive service requests and service fulfillment processes

Eliminate most repetitive incidents by offering personalized self-service portals for common tasks, such as password reset

and requests for access

Minimize service escalations through search capabilities and FAQs

Reduce capital expenses for hardware and soware, as well as lower operational expenses associated with managing and

maintaining the service desk application

Achieve fast, cost-effective compliance with corporate, regulatory, industry, and/or government security requirements

Track hardware, soware, and business services to better assure cost-effi cient, quality ser vice delivery

Implement ITIL-based best practices quickly to reduce costs and maximize service quality

Achieve rapid time-to-value through rapid deployment

A world-class, Cloud-based help desk can:

Reduce costs, improve quality of service

Eliminate manual work, encourage self-service

Speed compliance and implementation of best practices

Make it easy to add new capabilities as needed

Free trial at www.bmc.com/force

Figure 1: Self-service capabilities allow users to solve problems themselves, reducing service costs while speeding problem resolution. Users can

personalize the choice and appearance of information they see to meet their specific needs.


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BMC ServiceDesk on Force.com was developed based on BMCs experience helping thousands of customers worldwide

implement ITIL best practices. It includes field-proven, out-of-the-box ITIL processes for service support and service delivery;

interactive, Web-based access to ITIL models, procedures, processes, and work instructions; key performance indicators; and

a dictionary of ITIL terms. This helps customers make more effective use of their help desk solution, thus reducing costs and

improving service by continuously optimizing processes. The Alignability Process Model included in BMC ServiceDesk on

Force.com can eliminate the need to spend months developing processes and training staff.

Need ITIL?

BMC ServiceDesk on Force.com provides out-of-the-box ITIL processes, Web-based access to ITIL

models and processes, KPIs, and a dictionary of ITIL terms all developed through BMCs experi-

ence with thousands of customers.

The solutions asset tracking and configuration management allows administrators to drill into graphical views of IT

components so they can easily troubleshoot outages and determine their impact on the business. Users can personalize what

information is presented, as well as its appearance, to maximize their productivity. This can steer as many as 70 percent of calls

away from the help desk, freeing the IT staff for more important work.

POWER IN THE CLOUD

BMC ServiceDesk on Force.com combines the field-proven help desk capabilities of the BMC Service Desk Express Suite with

the industry-leading Cloud capabilities of the Force.com platform. This solution is the result of a strategic alliance between BMC

and salesforce.com to deliver BMCs IT management solutions on the Force.com platform.

The decision to deliver help desk functionality as the first joint offering of this relationship is the result of overwhelming

customer demand for critical service desk functions and processes delivered via the Cloud. Designed for customers who need

strong IT-business integration and rapid time-to-value, this offering leverages BMCs industry-leading expertise, the core

functionality of the BMC Service Desk Express Suite, and the trusted and scalable Force.com platform.

BMC ServiceDesk on Force.com:

Provides ITIL-based help desk, self-service, and incident/inventory management

Slashes user wait times from minutes to seconds.

Boosts first-call resolution rates from 30 to 90 percent

Streamlines setup through wizard-guided templates

Puts management tools and data at administrators fingertips

BMC ServiceDesk on Force.com provides ITIL-based help desk, self-service, and incident and inventory management

that can slash user wait times from minutes to seconds and increase first-call resolution rates from 30 to 90 percent. It

streamlines setup through the use of wizard-guided templates, includes a personalized portal that puts management tools at

administrators fingertips, reduces training needs, and speeds time-to-productivity through a simplified user experience.


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Figure 2: BMC ServiceDesk on Force.com provides an intuitive, personalized interface and central platform for initiating and resolving incidents.

Wizard-driven tools simplify the creation of workflow, queries, and configuration, while personalized QuickViews provide instant

access to important service data. It also provides powerful workflow and reporting capabilities to speed problem resolution and

highlight potential service delivery issues.

Used by more than 72,500 companies worldwide, the Force.com platform is the most widely used Cloud platform in the world.

This field proven infrastructure provides 99.9 percent reliability, enterprise-class security, and the benefits of instant, effortless

upgrades at no additional cost all while eliminating the need for both IT infrastructure and ongoing management and

maintenance of the service desk application.

The Force.com platform, the worlds leading Cloud platform, provides 99.9 percent reliability, enterprise-

class security, and instant, effortless upgrades along with quick time to value and flexible usage models.

BMC ServiceDesk on Force.com provides:

Fast deployment, low-cost commitment up front because BMC ServiceDesk on Force.com is available immediately, getting

you up and running in a matter of days. It also delivers long-term savings in hardware, power, and management costs.SaaS-based budgeting means that with a monthly subscription, you can now deploy critical IT services utilizing your

operating budget, which allows you to plan and budget for a set amount to reduce risk and unpredictable expenses.

Zero-cost, zero-effort upgrades that are instantly available to every user with no need to schedule, perform, or test

upgrades for each client.

Flexible usage so that scaling your deployment is as easy as changing the number of licenses in use. There is no need to

make changes to individual users PCs, purchase additional hardware, or worry about storage, network capacity, or soware

licenses when demand increases.


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Support for easy personalization because even authorized non-technical users can modify the way information is displayed.

With the platforms support for real-time, point-and-click rules development, a help desk manager, for example, can easily

set new thresholds for escalating a problem or implement different escalation or support policies for different users or

departments at different times during the day or month. Administrators can easily extend the database to accommodate new

data items. And all this can be done without the need for additional programming or expensive specialists.

Even non-technical users can personalize the interface and add rules to meet your specific needs.

Figure 3: Business users can easily create and personalize dashboards and reports that show the information most critical to them and administrators.

99.9 percent uptime through the work of a full-time staff dedicated to constantly assuring reliability and performance,

providing higher levels of availability than many customers could achieve on their own. On average, the Force.com platform

delivers data to users in less than 300 milliseconds, and publishes both its recent and historical performance and uptime data

on its Web site (www.trust.salesforce.com).

Enterprise-grade security with a full-time security staff that few SMBs could afford. The Force.com platform complies with

the toughest security certifications in the industry, including ISO 27001, SAS70 Type II, and SysTrust. This is the same level

of security trusted by some of the worlds toughest customers who rely on salesforce.com. The Force.com platform also

provides granular security and sharing rules to let customers decide which users see what information, all the way down

to the field level. This facilitates the delegation of less critical tasks to less-skilled workers, lowering support costs while

assuring proper levels of security.

Ease of deployment on mobile devices , allowing immediate deployment of BMC ServiceDesk on Force.com across multiple

smartphone platforms. Remote users and administrators have access to all the functions, as well as personalizat ion

capabilities, as onsite users.

Management and Reporting because the Force.com platform provides unprecedented ease in creating the reports and

dashboards, or high-level summaries, that business managers need to understand how well IT is supporting the business.


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SUMMARY

BMC ServiceDesk on Force.com delivers a faster, more cost-effective, ITIL-based help desk solution than ever before possible.

It helps organizations increase the quality and measurability of their IT services, while also eliminating the headaches and costs

of managing a help desk application. Whats more, it gives users the flexibility to adapt anything from the user interface to

support processes to meet their needs. All this is provided by the rock-solid, field-proven Force.com infrastructure that powers

companies around the world. To see a demo, request pricing, or get a 30-day free trial, please visit www.bmc.com/force.

BUSINESS RUNS ON I.T.

I.T. RUNS ON BMC SOFTWARE.

Business thrives when IT runs smarter, faster and stronger. Thats why the most demanding IT organizations in the world

rely on BMC Soware across both distributed and mainframe environments. Recognized as the leader in Business Service

Management, BMC provides a comprehensive and unified platform that helps IT organizations cut cost, reduce risk and drive

business profit. For the four fiscal quarters ended March 31, 2010, BMC revenue was approximately $1.91 billion.

ABOUT SALESFORCE.COM

Salesforce.com is the enterprise cloud computing company. Based on salesforce.coms real-time, multitenant architecture,

the companys platform and CRM applications have revolutionized the way companies collaborate and communicate with their

customers, including: Sales Cloud for sales force automation and contact management; Service Cloud for customer service

and support solutions; Chatter for social collaboration, Force.com platform for custom application development and the

AppExchange, the worlds leading marketplace for enterprise cloud computing.

BMC, BMC Soware, and the BMC Soware logo are the exclusi ve properties of BMC Soware, Inc ., are registered with th e U.S. Patent and Trademark Offi ce, and may be registered or pending

registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. ITIL is a registered trademark, and a

registered commun ity trademar k of the Offi ce of Government Commerc e, and is registered in the U.S. Paten t and Trademark Offi ce, and is used here by BMC Soware, Inc., under license from and wit h

the permission of OGC. All other trademarks or registered trademarks are the property of their respective owners. 2010 BMC Soware, Inc. All rights reserved.

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Benefits of an ITIL Help Desk in the cloud