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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BOSS Solutions helps you go GREEN

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Going Green with BOSS Solutions!

 

Save TreesReplace all your paper based purchase requisition processes with the BOSS Support Central service desk workflow module.

Save TimeThe BOSS Support Central service desk web portal for customers helps you submit requests anywhere in the world and get automated updates while minimizing back and forth calls and emails.You can also take care of your service requests on the go with the BOSS Help Desk mobile app.

Save Energy — Identify older equipment, generate Asset maintenance reports and decommission systems.BOSS Support Central Remote Admin module helps you schedule daily PC Shutdown of user computers.

Save GASBOSS Support Central Remote control provides customer support remotely and helps you reduce fuel costs, travel time etc.Use the BOSS Mobile App to take care of issues anywhere anytime.

Save Maintenance Dollars- BOSS Support Central Asset management module automatically identifies under performing assets and generates asset maintenance reports. This helps reduce the TCO and improves overall efficiency.

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School District uses the BOSS Asset Management module to provide evidence in burglary..!

Who would have thought?

BOSS Solutions to the rescue.. School District uses the BOSS Asset Management module to show evidence in crime..!

 

Asset Type Pie Chart.png BOSS to the rescue!

Anderson School District Three (SC) has 3 Elementary schools, 1 Middle school and a High School..

Located in rural South Carolina bordering GA, this school district is supported by parents who are very friendly and proud of their heritage. Iva is known as the 'Gateway to the Fresh water course' and has some beautiful lakes and rivers. Students get quality education enabled by good infrastructure and equipment provided by the school district administration.

The winter of 2013 will be remembered by local folks as there was a break-in at the school and burglars stole Computers, Printers, iPads, etc. from a school facility. Who would steal from a school?? The same question was asked by many and law enforcement needed some evidence on the systems that were missing. This is a general requirement from law enforcement . The school had to prove ownership using purchase orders, contracts, etc. while placing the complaint about thefts in their premises. You could also provide a list of systems [Make, Model, Serial#, Location, Last Used By information] that would help the investigators expedite their search.

 
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BOSS provides AdCare Health an IT Cure!

BOSS provides AdCare Health an IT Cure!

AdCare Challenge

Whenever a workstation had a problem in one of AdCare's facilities, one of three IT people would have to travel to the site to resolve the issue, says Carol Groeber, Vice President Management Information Services and Corporate Secretary. With such a small staff, the ability to control workstations remotely became very important. Says Groeber, “When there was someone out of the office all the time, it really made it difficult. We needed the ability to assist our people more quickly and more than one person was needed to be able to help.”

Although AdCare did not have any money specifically set aside for an asset management tool, it did not take Groeber much to convince management of the need. "The problem got so large in the middle of the year that it was like “Find something!” says Groeber.
Solution

At that time, she received a serendipitous call from Suri Anantharama of BOSS. “He called and gave me the Web site (www.boss-solutions.com) and ,"I just went out and looked around. He provided some of their current clients to look at and to talk with. It just was a good fit,” says Groeber. She did look at and reviewed many other vendors but “BOSS was far ahead regarding features offered for the price,” says Groeber. “I thought the price was very reasonable. I had expected it to be a lot more.”

Benefits
Because we are a publicly traded company, we have to meet SOX compliance,” says Groeber. And when the company did its initial SOX audit,the use of BOSS Support Central for reporting and to control the deployment of applications to workstations “showed that we were incompliance.”

The impact was greatest for those employees who were recording data into workstations for patient records. “When they had issues, we were able to respond to them quicker to keep them going.”

Groeber likes the level of support she gets from BOSS: “I think the support from BOSS is a big strength; whenever we have any questions, they are always there.”

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