AST-0002670 Benefits of an ITIL Help Desk

8/4/2019 AST-0002670 Benefits of an ITIL Help Desk

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SOLUTION WHITE PAPER

Benets o an ITIL Help Deskin the Cloud

A New ITIL Solution or Small-to-Medium Businesses



CONTENTS

IntroductIon 1

Help desk needs In smaller envIronments 1

power In tHe cloud 3

summary 6



1

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 nancial pressures and

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

every minute and dollar is crucial to survival and growth.

Unlike larger enterprises that have signicant resources to develop and maintain IT processes, you must concentrate on

your core business beore thinking about IT best practices. This can orce you into merely “ghting res” rather than taking astructured and pragmatic approach to delivering business value. You struggle with the cost and eort o upgrading help desk

applications — and justiying the up-ront investment they require in hardware, soware, and sta — while knowing they can

help you in the long run through lower management costs and improved visibility into the delivery o IT services.

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While you don’t have the luxury to customize and maintain the inrastructure to run your help desk, you don’t want to sacrice

exibility and get boxed into a one-size-ts-all solution. You need to be able to add a new workow to the system, or a new

eature to a user interace, without waiting weeks or months or 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 sel-service or an online

knowledge base.

You can get all this, and more, with BMC Remedyorce Service Desk.. This new service delivers easy-to-use and powerul help

desk, sel-service, and incident management tools built on ITIL-based best practices, along with the low total cost o ownership,

power, and personalization provided by the proven Force.com cloud-based inrastructure. This cloud-based SaaS solution will

help you quickly automate routine workows, cut repetitive management tasks, improve service quality, and ease compliance

— all while reducing costs to give you the benets o a world-class help desk at a great value.

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HELP dESk NEEdS IN SmALLER ENvIRONmENTS

As part o 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 Inrastructure Library® (ITIL®). What’s more, you may nd that

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

too difcult or expensive to be practical. Having to buy and congure help desk soware weeks or even months beore it starts

delivering value makes it harder to justiy the purchase, even i it saves money and increases service quality in the long run.

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2

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

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

and application management. With BMC Remedyorce Service Desk, customers can:

Reduce help desk costs by automating repetitive service requests and service ulllment processes»

Eliminate most repetitive incidents by oering personalized sel-service portals or common tasks, such as password reset»

and requests or access

Minimize service escalations through search capabilities and FAQs»

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

maintaining the service desk application

Achieve ast, cost-eective compliance with corporate, regulatory, industry, and/or government security requirements»

Track hardware, soware, and business services to better assure cost-efcient, quality service delivery»

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

Achieve rapid time-to-value through rapid deployment»

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

personalize the choice and appearance o inormation they see to meet their specic needs .



3

BMC Remedyorce Service Desk was developed based on BMC’s experience helping thousands o customers worldwide

implement ITIL best practices. It includes eld-proven, out-o-the-box ITIL processes or service support and service delivery;

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

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

improving service by continuously optimizing processes. The Alignability Process Model included in BMC Remedyorce Service

Desk can eliminate the need to spend months developing processes and training sta.

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The solution’s asset tracking and conguration management allows administrators to drill into graphical views o IT

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

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

away rom the help desk, reeing the IT sta or more important work.

POWER IN THE CLOUd

BMC Remedyorce Service Desk is the result o a strategic alliance between BMC and salesorce.com to deliver BMC’s IT

management solutions on the Force.com platorm. The decision to deliver help desk unctionality as the rst joint oering o this

relationship is the result o overwhelming customer demand or critical service desk unctions and processes delivered via the

cloud. Designed or customers who need strong IT-business integration and rapid time-to-value, this oering leverages BMC’s

industry-leading expertise, and the trusted and scalable Force.com platorm.

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BMC Remedyorce Service Desk provides ITIL-based help desk, sel-service, and incident and inventory management that can

slash user wait times rom minutes to seconds and increase frst-call resolution rates rom 30 to 90 percent. It streamlines setup

through the use o wizard-guided templates, includes a personalized portal that puts management tools at administrators’ fngertips,

reduces training needs, and speeds time-to-productivity through a simplifed user experience.



4

Figure 2: BMC Remedyorce Service provides an intuitive, personalized interace and central platorm or initiating and resolving incidents.

Wizard-driven tools simpliy the creation o workow, queries, and conguration, while personalized QuickViews provide instant

access to important service data. It also provides powerul workow and reporting capabilities to speed problem resolution and

highlight potential service delivery issues.

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

This eld proven inrastructure provides 99.9 percent reliability, enterprise-class security, and the benets o instant, eortless

upgrades at no additional cost — all while eliminating the need or both IT inrastructure and ongoing management and

maintenance o the service desk application.

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BMC Remedyorce Service Desk provides:

Fast eploent, low-cost coitent» up ront because BMC Remedyorce Service Desk is available immediately, getting

you up and running in a matter o days. It also delivers long-term savings in hardware, power, and management costs.

SaaS-base bugeting» means that with a monthly subscription, you can now deploy critical IT services utilizing your

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

Zero-cost, zero-efort upgraes» that are instantly available to every user with no need to schedule, perorm, or test

upgrades or each client.

Flexible usage» so that scaling your deployment is as easy as changing the number o 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.



5

Support or eas personalization» because even authorized non-technical users can modiy the way inormation is displayed.

With the platorm’s support or real-time, point-and-click rules development, a help desk manager, or example, can easily

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

departments at dierent 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 or additional programming or expensive specialists.

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

99.9 percent uptie» through the work o a ull-time sta dedicated to constantly assuring reliability and perormance,

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

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

on its Web site (www.trust.salesorce.co).

Enterprise-grae securit» with a ull-time security sta that ew SMBs could aord. The Force.com platorm complies with

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

o security trusted by some o the world’s toughest customers who rely on salesorce.com. The Force.com platorm also

provides granular security and sharing rules to let customers decide which users see what inormation, all the way downto the eld level. This acilitates the delegation o less critical tasks to less-skilled workers, lowering support costs while

assuring proper levels o security.

Ease o eploent on obile eices» , allowing immediate deployment o BMC Remedyorce Service Desk across multiple

smartphone platorms. Remote users and administrators have access to all the unctions, as well as personalization

capabilities, as onsite users.

manageent an Reporting» because the Force.com platorm 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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AST-0002670 Benefits of an ITIL Help Desk