How Integrated Service Management can Improve Client Service

The global consulting company Pink Elephant has determined that 2018 is the “Year of Integrated Service Management” and highlighted the opportunity for real synergy between best practices, well configured tools and properly organized and motivated people. BOSS Solutions agrees with this direction. Our company specializes in integrated service management solutions, incorporates best practices, and provides customers the best level of support to achieve business value.

Forward thinking IT organizations have adopted this strategy to provide their clients with an exceptional level of service and process improvements. If your IT organization is struggling with fragmented insights, silos of automation or broken processes , Integrated Service Management solutions can help address these issues across the entire organization.

 

 BOSSDesk Integrated Service Management

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One way that this can be easily accomplished is by creating service catalogs that are integrated with other system resources. Services and requests can be automated and offered selectively from a single portal and no coding skills are needed to construct workflows; be they simple or complex. Service Catalogs can be integrated with routing rules, calendars, schedulers and other available resources to provide users with improved workflows.  

Many IT organizations provide their client departments with process improvements across a wide range of applications from providing Onboarding applications for Human Resources to simplifying Equipment Return requests for Operations, and scheduling Facility Requests for Public Service departments. These enhancements have generated proven results for the client organizations by reducing the time and cost of delivering services while greatly improving the user experience.

BOSS Solutions offers such integrated service management capability with BOSSDesk an ITIL Service Desk on the cloud. 

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BOSS Solutions Named as Top 20 Most User-Friendly Help Desk System by Capterra

BOSS Solutions is excited to announce that we have been named as a Top 20 Most User-Friendly Help Desk by Capterra, an affiliate of Gartner. The report provides a look at the most user-friendly help desk systems based on their usability, customer services provided, and customer reviews View Report .

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Earlier in the year Capterra also named BOSS Solutions as a Top 20 Most Affordable ITSM Software provider.

Help Desk /Service Desk ITSM software is a must for any IT team handling service requests for an organization. The requests may range from simple ones like resetting passwords to managing critical issues like major server outages that may end up paralyzing the operations.

The Help Desk evaluation was scored on the following criteria and BOSS Solutions scored in the top group in every category.

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BOSSDesk helps Streamline interactions and Transforms productivity for the City of Winterpark

 

Winter Park is a suburban city in Orange County, Florida, United States. Winter Park was founded as a resort community in the late 19th and early 20th centuries. Located just three miles north of Orlando , the city is nine-square miles with over 28,000 residents. Winter Park is known for its Old World charm, elegant homes, quaint bricked streets, first-class shopping and dining experiences.

The  City of Winter Park, FL  has been streamlining interactions and transforming productivity not only in IT but in other areas like HR and Purchasing with the help of BOSSDesk, IT Service Management solution on the Cloud. The city moved from the TrackIT solution to BOSSDesk due to the need for a more intuitive, modern and user friendly solution.

In the words of Josh Panton, Senior Systems Analyst at City of Winterpark, BOSSDesk is an ITIL centric service desk solution with unlimited customization and a great clean, easy to navigate UI

Implementing BOSSDesk has resulted in users engaging well and recording issues through the portal increasing accountability and efficiency.  In addition to using the solution for managing incidents and requests, the IT department is also using BOSSDesk to manage the city assets (Cis). All the assets such as laptops, phones assigned to employees are tracked. This increases ROI through accountability and getting more utilization of the assets. This capability has been extended to other departments as well. The Purchasing Department processes all Purchase requests with the help of BOSSDesk. Automating Employee Onboarding and Offboarding through BOSSDesk service catalog, has resulted in tremendous savings of time and improved efficiency. Earlier, several exchange of emails were needed for completing simple tasks.This has now been replaced with one form that automates all the tasks with appropriate routing and approvals.  All the information is tracked and the task gets completed in a timely manner.

The use of Problem Management has helped identify and solve problems in a more organized way thereby avoiding recurrence of incidents. The automation associated with Problem management results in quick resolution of all incidents associated with a problem and users get updated and notified in a timely manner.

 Change Management has been put in place and has helped the city plan and implement changes in a more organized fashion. Better communication and automated approval processes has increased cooperation from stake holders and users. This ensures that the actions of the administrators does not affect any end users. The BOSSDesk Mobile app has benefitted the city in more ways than one. It is a big time saver as technicians can address issues on the go. The departments service multiple locations and technicians are out in the field a lot . The smart phone access is a time saver as it helps the techs resolve and update the tickets quickly and managers are able to monitor the tickets as needed.The availability of mobile app has improved efficiency and user satisfaction. 

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Employee Onboarding: Easing first day anxieties with BOSS Support Central – ITSM On Premise

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The first days on the job for new employees are critical to their ability to fit in and become as productive as possible, within a short time. Onboarding — the process to help just-hired employees acclimate to a new environment is not a stand-alone event but part of a more comprehensive process. Onboarding is not just a buzzword for orientation or something that is needed only in large companies. When incorporated it really helps small and midsize businesses streamline the process and ensure that new employees become productive and satisfied members of their staff.

BOSS Solutions Customer, Beaufort Memorial Hospital has been serving the healthcare needs of the South Carolina community for more than 70 years. Opened with 25 beds in 1944, the hospital has seen significant growth over the years and is now the largest medical facility between Savannah, GA. and Charleston, SC. We recently had the pleasure of speaking with Willard Fosberry, Director of IT Infrastructure at the hospital, about how his team has been able to adapt BOSS Support Central the ITSM On Premise solution offered by BOSS Soutions for managing the On Boarding process of all new hires at the organization. Willard spoke at length on how he has benefitted by using BOSS Support Central for Employee Onboarding besides using it to track issues.

Beaufort Memorial Hospital had been using BOSS Support Central for their help desk ticketing and they recently extended its use to the on-boarding process of new employees at the hospital. Before a new member of staff is due to start at the organization, the hiring manager simply completes a new hire web form detailing the equipment and privileges that person is going to need. This information is then used to automatically create work orders that are sent to the appropriate staff members for completion.

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How one US state got much needed Elections TLC from BOSS Solutions

 Elections.jpgElections can be a busy time for the State Departments and the sheer number of requests from county precincts can be
overwhelming. The Elections Division of the GA Secretary of State’s Office organizes and oversees all election activity, including voter registration, municipal, state, county, and federal elections. They are responsible for certification of election results as well as certifying the qualification of candidates and preparation of ballots and election forms and materials. State departments have multiple zonal officers who manage various geographical areas to address incidents and requests quickly and efficiently.  It is the dream of every Secretary of State to have one efficient solution that will handle county request submissions, workflow routing based on the business process, escalations on pending requests beyond SLA, email notifications, and dashboard reporting. 

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You know you've been in trouble a lot when you and the cop know each other by first names. True?

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Not with BOSS Solutions and the Lexington County Sheriff's Office!

Lexington County Sheriff’s Department, SC a BOSS customer implemented BOSS Support Central to improve efficiency and save time and effort in accomplishing day to day tasks. Whereas all their tasks earlier involved verbal and written communication, with BOSS Support Central they are now extremely organized and a ticket is raised for every task however big or small. It is then assigned to the people in charge and can be tracked and acted upon every step of the way.
Due to the flexibility of the BOSS solution they were able to put it to multiple uses such as submitting and tracking financial requests, equipment orders, travel requests, office supplies requests, keeping track of ID cards and Jail maintenance issues.
All this was taken care of manually earlier and requests sometimes were
lost, delayed or fell through the cracks.
With the BOSS solution, they can now log in and instantly verify the action
taken on the request. With 400 users, they are dependent on the BOSS
solution for their day to day functioning .They love that the tickets can be
accessed using their smart phones as they are always on the go. They do
not have to go back to their desks to resolve issues and can just click on the
phone# on the ticket and take care of the issue wherever they are. They are
finding new uses for the BOSS solution by fine tuning it in innovative ways
to cater to their needs.

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Considerations when choosing a new IT Service Management tool

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When it comes to deciding on a new IT Service Management solution for your organization, there’s a wide array of products to choose from. Whilst certain considerations such as size, budget and specific organizational needs will be different from one company to the next, there are some essential criteria areas that will be common among most during the ITSM tool selection process. Here, we examine the eight key elements that should to be considered during the decision making process.

1) Out of the box readiness

It’s obvious that choosing a tool that most suits your needs straight out of the box will always be more convenient to get set up and functioning compared to a tool that requires lots of early stage configuration. What is often less obvious during this stage of the selection process is checking to see if the product will require any additional software packages in order to operate as required and also deliver any specific requirements that the organization has. As well as this, considerations should be given and even tested as to the specific platforms the new product will support such as Windows operating systems, browser editions and mobile compatibilities.

2) Customization and flexibility

Many tools allow the flexibility to easily customize components of the product such as forms, fields, reports, workflows and permissions. The ability to customize these items is often a very important deciding factor when choosing a new ITSM product. Not having the ability to customize such areas of the product prevents you from being able to tailor the product to your organization’s needs now and in the future. Even if the product does allow for customization, consideration should be given as to how easily these changes can be made. Will it require a third party consultant or can the customizations be carried out by internal IT resource. Similarly, it’s important to check if future software updates will have any effect on both the customizations that have been made and on any third party integrations that work with the product such as remote desktop platforms.

3) On premise or hosted

For many organizations choosing a product that has the option of being hosted or being available via the cloud makes sense. Typically a hosted product requires little or no maintenance, has no additional cost in terms of hardware and can easily be accessed from anywhere using most web browsers. However, many organizations still prefer to keep such products hosted locally so that they can easily and securely access to the information that’s contained in its databases. The other advantage of having the data readily available is in a scenario of having to migrate the information to a different product at a later stage. As the data is hosted in your environment, it’s often easier to extract and move to a new database than it would be if the data resides in the cloud.

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Addressing the pains of systems migrations and infrastructure changes - Part 3

Blog_part_3.pngIn part one of this series, we examined the increasing security risks faced by organizations running outdated operating systems. While many businesses still rely on Windows XP or Windows Server 2003 environments, the implications of unsupported architecture can have a major impact on business operations. In part two of the series, we explored the system requirements and configurations that should be considered as you to prepare your environment for operating system migrations.

In this final installment of the series, we will delve into the best practice considerations that should be applied to assist with the smooth and successful completion of operating system migrations.

As any IT professional or service desk technician knows, with changes to an organizations IT infrastructure, be it a new phone system, a new network or in this particular case new operating systems, comes the inevitable end user issues. To be fair this needs to be expected as these users have for the last few years been using systems they are familiar with navigating on a day to day basis. Then, the introduction of the new operating system that they are expected to use, with its increased functionality and alternative interfaces that many of these users have never worked with before now.

However, before the flood gates open of helpdesk tickets from end users requiring assistance with the new operating system, a proactive stance can easily lessen the burden on your IT department by providing training on the new systems before the upgrade. Often the simplest approach leading up to the new software roll out is to schedule a series of dedicated training sessions that are conducted by the IT team, where end users can learn about the new operating system and become familiar navigating the new interface of the product. Coordinating such training sessions in conjunction with your HR department will also assist in staff participation and reinforce the importance of the training.

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Addressing the pains of systems migrations and infrastructure changes - Part 2

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In part one of this blog series, we looked at the security risks faced by organizations running outdated operating systems. While many businesses still rely on Windows XP or Windows Server 2003 environments, the implications of unsupported architecture can have a major impact on business operations.

In this part of the series, we will explore the system requirements and configurations that should be considered as you to prepare your environment for operating system migrations.

More often than not, when IT departments are conducting large operating system migrations or the roll out of new a new OS, the hardware requirements of the new software can be easily overlooked. This common oversight can lead to failure with installations of the new operating systems and result in disruption to business continuity. Poorly planned migrations often leave IT support technicians scrambling to resolve the system failures while end users are left without functioning machines. These impacts to productivity trigger a domino effect as IT gets inundated with incoming support issues from frustrated end users and critical departments such as accounting, finance or production facilities.

 

Not exactly the most efficient way of accomplishing the new operating system roll out or making friends! Additionally, who's going to take the flak when management starts asking some rather difficult questions?

So how do we prevent this situation - or more realistically - reduce the number of failures when conducting OS upgrades on a large scale? While some obstacles should be expected when migrating complex environments, appropriate planning can significantly reduce downtime and unnecessary stress on resources.

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Addressing the pains of systems migrations and infrastructure changes - Part 1

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One of the most daunting, challenging and time consuming projects for IT teams is the upgrade and roll out of a new operating system. Migrations drain resources and can be disruptive to business operations if not planned for in advance. That said, in today’s landscape of increasing security risks, it’s imperative that IT teams respond to these updates in a timely manner in order to prevent introducing unnecessary risk to corporate assets.

In the last year alone we have seen the end of life for Windows XP and Windows Server 2003, and Microsoft has released a sunset date for Windows Vista in 2017 and Windows Server 2008 in 2020. Still, nearly 17% of internet users worldwide are using XP and they are dreading the impeding force to a new operating system. Governments, large corporations and health care systems have been clinging to their dying XP OS while they waited for the long anticipated Windows 10 release before investing the effort and cost into migration.

The resistance to migrations isn’t isolated to user machines. Windows Server 2003 houses millions of business applications. Gartner estimates that there are still 8 million of these servers in operation, most of them running mission critical infrastructure like ERP and CRM systems. Whilst the number of machines running Windows Server 2003 might be much smaller by comparison, taking the “if it’s not broke, don’t fix it” approach leaves companies exposed to the looming threat of security breaches.

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