Author Archives: Kelly Bevan

Help Desk vs. Service Desk: Which one is right for your Organization?

HelpDesk vs ServiceDesk

Help Desk vs. Service Desk 

 

When it comes to IT ticketing and workflow, some teams use the terms ‘help desk’ and ‘service desk’ interchangeably. However, there are important differences between these two forms of  technical support.

 

These differences mostly stem from the terms’ origins. The service desk is a more recently introduced concept. It focuses heavily on the rising need for excellent customer service. The help desk, by contrast, has been around for as long as there have been internal IT problems to resolve.

 

To help you decide which one is right for your organization, we’ll dig a little deeper into the functions of each option.

What is a Help Desk?

A help desk, also called a HelpDesk or IT help desk, typically focuses on incident management and problem resolution. The help desk team isn’t necessarily antisocial. However, it is often more invested in solving problems quickly rather than providing friendly service to end-users.

 

Many modern help desks in fact don’t interact with customers. Instead, they focus only on supporting internal IT needs. The help desk tracks incidents, solves problems, performs routing, and generally manages IT ticket workflow. It often is limited to Level 1 & 2 support in enterprise companies with the ability to manage service levels.


 

Help desks handle incidents, which are unplanned interruptions to, or reduced quality of, IT service. This includes things like computers not booting up, trouble logging in, or issues with a network connection. A help desk can provide a quick fix to resolve these issues.

 

When it comes to service requests, such as user requests for information or advice, IT help desks usually don’t have the capacity to meet customer demands. Yet, organizations can’t solely focus on minimizing employee downtime. To ensure positive customer experiences, they must make it easy for users to report issues and provide great customer service while resolving them. This calls for a service desk.

 

What is a Service Desk?

Sometimes called ServiceDesk, this support focuses more heavily on providing high-quality care when handling service requests. A service desk communicates directly with end-users such as customers and can also resolve internal incidents. The service desk handles service delivery by walking users through onboarding or provisioning access to software like Office 365, for example.

 

A service desk considers the big picture and the user experience of technical support. It may provide self-service options like articles explaining how to perform certain functions. Some service desk teams even manage online communities and forums where users ask questions and report incidents.

 

The service desk likely uses a help desk to close tickets and perform service request management. It also does much more. The team works proactively across an organization to improve IT management. If an opportunity to increase technical efficiency arises, you can trust the service desk to pursue it.

 

Ultimately, a service desk is more powerful than a help desk and more valuable for organizations with a growing customer base.

What About ITSM and ITIL?

While learning about help desks and service desks, you may have come across the terms ‘ITSM’ and ‘ITIL’.

 

  • ITSM stands for IT Service Management. This concept goes beyond even the service desk. ITSM includes everything IT in an organization and the planning and development of new IT services.

 

  • ITIL stands for IT Infrastructure Library. The ITIL describes a detailed framework for IT service best practices. It acts as an industry standard in IT, guides organizations in their pursuit to deliver quality services, and increases user satisfaction. Interested individuals can seek ITIL certification through qualified providers.

 

Especially large organizations like enterprise companies may require robust ITSM to manage their complex needs. They may also seek ITIL-certified individuals to include on their IT team.

 

Do You Need a Service Desk or Help Desk?

For a new organization, a Help Desk meets internal IT needs.

 

However, as a company grows, it will need a Service Desk. IT is becoming a business enabler that does far more than just resolving technical issues. This is especially true with the increased need to support users who are working remotely. Dependence on integration to third-party tools has also increased.

 

Management teams recognize that it’s more important than ever to enhance the user experience and improve the quality of services with the help of a service desk. If you’re dealing with rapidly growing demand on IT, a service desk is likely the best option.

 

Identifying a solution helps you build ITSM that enables organization-wide efficiency and increases user satisfaction. A solution that helps you get started quickly and easily make changes or improvements as needed lets you implement best practices without costing an arm and a leg.

Find the Best Service Desk For Your Organization

There are many service desk options available on the market today. However, you don’t want to pay for a system with features that don’t meet your needs. To identify the strongest solutions, here are some key things you’ll want to look for in a modern service desk:

 

  • Management. Be sure your solution manages everything: incidents, assets, problems, changes, contracts, and purchases.
  • Compatibility. Ideal service desks are accessible and usable across devices, including tablets and mobile phones for easily tagging and scanning assets.
  • Security. Check to make sure your service desk provider is compliant with IT security and other requirements.
  • Visibility. Robust solutions offer dashboards, reporting, real-time data, and business intelligence you can use to help make better decisions for your company.
  • Versatility. Service desk technology should be able to handle individual accounts as well as make bulk updates and changes when needed, like auto-resolving related requests.
  • Integrations. Does your organization already use warranty check software and other third-party solutions? A service desk that integrates with them means smoother implementation.
  • ITIL Practices. A service desk that uses best practices can be trusted.
  • ITSM Capability. This especially goes for large or growing companies.

Whether your organization is small or large, we have the right Help Desk/ Service Desk with advanced capabilities that can grow with your organization . BOSSDesk is a highly-ranked integrated ITIL service solution noted for its ease of use and customizability. With U.S.-based support and affordable pricing, organizations can meet all their Help desk, Service desk, and ITSM needs in one place.

          Get a free Demo of BOSSDesk Cloud or On Premise today! 

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How to Choose the Right Help Desk for your Organization

How to choose the right Help Desk

 

How to choose the right Help Desk  

 

No matter how great your product or service is, it is inevitable that eventually there will be a need for customer support systems. It really doesn’t matter whether they have encountered a small error, are having trouble setting up their account, or if they simply have a recommendation - what matters is that the issue is resolved. 

Not a lot of technical importance is placed on a great Help Desk, but in reality, it is one of the most important ways to maximize customer retention and maintain a great image for your business. Whether for simple customer service or a more in-depth ITSM Service Desk , having a customer support system in place is essential for long-term success. 

This is the key takeaway - establishing great customer service can set your company up for long-term success and ensure that your most dedicated customers have great things to say about you and understand that you care! While most companies establish this service very early on, it is crucial to have a great Help Desk in place before your business grows to a level where you can’t handle it all on your own. 

 

What is a Help Desk and Why Does Your Company Need One? 

 

At its simplest, A Help Desk is a tool that provides the first point of contact for tracking, prioritizing, and acting on any issues your customers and end-users have.

This is a big task for a single service! There is the potential to receive questions on a myriad of issues ranging from payment issues, profile issues, disputes, and much, much more. While this may sound like a very tall order, there are some very effective tools and strategies that you can employ to organize and effectively handle all of the issues that come your way. 

One study actually found that as a whole, companies in the US lose about $62B in revenue each year due to poor customer service. Even further, people who have bad experiences are much more likely to tell more friends about them than positive experiences. So as you can tell, a Help Desk is extremely necessary! 

 

Your Help Desk can do this and more:

  • Offer a single point of contact: When things don’t work, your customers need to know where to turn. Having a Help Desk means issues are organized and easily addressed. 
  • Quickly and intuitively answer questions: Help Desks should provide answers quickly either through a live agent, chatbot, or self-service.
  • Support your support team: A good Help Desk also makes it clear what your support team needs to do. It provides workflows and resources that help them do their job effectively.
  • Help you measure how you’re doing: Lastly, your Help Desk should give you opportunities to measure your support efforts and find out where you hit (or missed) the mark for customers.

How To Pick the Right Helpdesk For Your Company

Whether for ITSM, ITIL, or incident management, customer support services can help you to increase customer retention and improve overall company efficiency. 

What makes for a great Help Desk?

A great helpdesk, at its simplest, should be able to organize and address a large volume of requests daily. This requires an efficient workflow and some intelligent management and software to achieve. Some of the most common features of a great Help Desk include: 

  1. Email support: Storing, organizing, and prioritizing emails sent to your generic support address and converting them into tickets for your support reps to work through.
  2. FAQs: A resource filled with answers to common questions and best practices that can help to solve issues before they are brought to your attention. 
  3. Community Forums: Some companies create forums where users and agents can answer questions and create easily accessible content around specific issues .
  4. Live chat/Chatbots: Many new Help Desk companies are focused on giving “instant” support through on-page chat boxes. Obviously, the downside of offering instant support is that you need someone manning it 24/7 (or close to it), but chatbots can help to free up this load so your agents can focus on pressing issues. 

Try to outline your own support workflow and see what features you’ll need to maintain and streamline it. Think through the different kind of support requests you’ll get: bugs, questions, technical problems, feature requests, partnership requests, etc… For each scenario map out the process of dealing with them, 

If you are in the information technology (IT) space, it is important to build a system that aligns business and IT goals. Having an IT Service Management structure in place can be invaluable. IT Service Management (ITSM) is a set of policies, processes, and procedures for managing the implementation, improvement, and support of customer-oriented IT services. Unlike other IT management practices that focus on hardware, network, or systems, ITSM aims to consistently improve IT customer service in alignment with business goals. Having an ITIL framework established is a very popular method to ensure that businesses can pick and choose operational processes that are the most relevant to their goals

 

Creating a great support system isn’t simple. But with the right Help Desk, like BOSSDesk it doesn’t have to be a headache. 

Sign up for a free demo of BOSSDesk, our award winning Help Desk On the Cloud and On-Premise

Get Free BOSSDesk Demo

 

A Help Desk is one of those tools that everyone needs but not too many people outside of support think about. But they’re not just for answering basic questions or fielding feature requests. Your Help Desk is a great tool for user retention, research, and acquisition. It’s a direct line to your customers and a fantastic opportunity for everyone in your company to learn from them.

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Integrating the Service Desk with Bots for enhanced Service Delivery

Holt WebinarHolt of California is a member of Caterpillar dealers worldwide and sells and services a wide-variety of equipment including Large and Small Construction Tractors, Agricultural Equipment, and Forklifts. Holt provides jobs for approximately 800 employees and consists of 3 companies, Holt of California, Sitech West and Holt Ag Solutions.

Holt was looking to enhance their Help Desk Software in order to achieve savings in manpower, improved efficiency and a reduction in response times. They wanted to automate many processes using Bot and App technology including the onboarding of new employees. They were looking for an integrated user friendly solution that would improve service delivery and user satisfaction across the organization.

The older BOSS Help Desk was upgraded to the new BOSS Support Central in 2019. The advanced capabilities of this system and integration with Accenture Bot technology enabled the automation of new employee onboarding provisioning which saved significant manpower. In addition Holt was able to reduce the response time for other service requests to under 5 minutes, and the Service Catalog has also been deployed to improve service delivery across the organization.

“BOSS has been a great partner and listens to our needs – it feels like a family, and the system works perfectly,"

 said Gail Dryden – Director of Information Technology at Holt of California

                  View the webinar with Holt of CA to learn more

 

The advanced capabilities of BOSS Support Central combined with the integration with other Bots and Apps provided Holt of California with significant savings in manpower, improved efficiency and enhanced service delivery within the organization. These include: 

  • Automating the provisioning and onboarding of new employees. Integrating the service catalog and routing rules with Accenture Bot technology allowed Holt to reduce the time to provision required services for new employees by more than 3 hours per employee. A similar approach was use to remove services for terminated employees.
  • Reducing service request response time to under 5 minutes. Using capabilities including SLA’s, Mobile Apps and scanning capability, Holt created a Fixit campaign that successfully reduced the time to respond to service request to under 5 minutes.
  • Improved performance monitoring and user satisfaction. Customized dashboard, comprehensive reporting and survey capabilities provided Holt with improved metrics to manage the business.
  • Reduced IT manpower required to support third party vendors. Using routing rules, external partners providing support such as printer vendors were able to receive service requests directly from the help desk, thereby reducing the workload on IT while maintaining complete control.
  • Improved service delivery through use by other departments. Holt expanded the Service Catalog to manage service requests for other departments including Facilities, Maintenance and Accounting and improved user satisfaction across the organization. Expansion to other departments is planned for the future
    Interested in what BOSS ITSM can do for your organization? Request a demo today!Get Free Demo

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How a Modern Service Desk  Dramatically Improves Efficiency and User Satisfaction

Help Desk Graphic 1

Deerfield Beach is a city in Broward County, Florida, just south of the Palm Beach County line. With a year-round population of over 50,000 the City of Deerfield Beach provides customer-oriented services, which create a quality of life that encourages residents and employers to enjoy South Florida and prosper in an ever-growing international economy.

The City of Deerfield Beach wanted to consolidate several older products with a modern Service Desk solution. They were looking to build a powerful Service Catalog that addressed specific departmental needs, improved efficiency and was more responsive to their user community. The City was also looking for a solution with an integrated Asset Management capability and support for other ITIL processes such as Change Management.

They came upon BOSSDesk an ITSM solution on the Cloud that perfectly fit their needs with the integrated service desk capability and incorporated a powerful Service Catalog and an award winning user-friendly interface. The City was impressed with support they received from the BOSS Solutions team during the selection and implementation process and were impressed by how easily the Service Catalog could be created to meet departmental needs. The City has seen dramatically improved efficiency and faster resolution resulting in improved user satisfaction.

 “The Service Catalog and workflow capability of BOSSDesk is excellent”. Ron McKenzie – CIO at the City of Deerfield Beach 

 

Deerfield Beach Service Catalog

 

 With BOSSDesk, the City of Deerfield Beach created an integrated Service Desk that addressed the various departmental needs, improved user satisfaction, while dramatically improving efficiency in several areas:

Information Technology: New hardware, software and support requests are managed, priority can be specified and response times improved. The ability to track and monitor incidents separately from requests provides the City far better controls to improve resolution time and efficiency. The ability to close multiple tickets associated with a specific problem was considered monumental in improving efficiency.

ITIL Best Practices: Using BOSSDesk the City was able to implement ITIL processes that included creating a CMDB, achieving better inventory control, implementing a knowledge base and a change management process.

Integrated Asset Management: With BOSSDesk the City is able to track in real time all inventory on the network. The software allows all devices to be identified via bar codes, can keep track of all software contract renewals and provide all details regarding the software vendors

Human Resources (HR) Onboarding: BOSSDesk enables the City to order and track all the service and equipment needed to support new employees. Workflows create tasks and required approvals to ensure the onboarding process is timely and efficient.

Public Affairs and Marketing: Users can make requests to post announcements on social media or through press releases, propose changes and additions to the website, and request videos.

The City of Deerfield Beach was also very impressed with how open the BOSS team was to new product enhancement requests and the speed at which these requests were implemented. Ron and his team members are pleased with the capabilities of BOSSDesk and how well it meets their specific needs.

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Using your Modern Help Desk for Enhanced Service Delivery

Abraham Baldwin Agricultural College (ABAC) uses their IT Help Desk to Improve Service Delivery 

 

Intelligent Help Seck Graphic 4

Abraham Baldwin Agriculture College(ABAC) uses their IT Help Desk software to provide and manage a wide range of services for the college. ABAC is part of the 26 member University System of Georgia and supports more than 4000 students from 155 counties. Located in Tifton Georgia, it also supports four other sites for instructional purposes.

ABAC was looking for a modern Service Desk to meet their present day needs. They wanted to move away from their On Premise Help Desk solution as it had severe limitations one of which was that it could be accessed only when they were on campus.This did not work well for remote users and the students. As part of their search , they tried a couple of different products that met their basic needs but were clunky and provided a bad user experience. End users did not like putting in tickets as the system was not user friendly. A major requirement was to find a solution that was user friendly so everyone could put in a ticket at any site or any location that they supported and would also be easy for students to use. They then did a proof of concept of BOSSDesk the cloud based ITSM solution and it turned out to be a great solution for their environment.

Starting with the Single sign on and easy login to the customizable dashboards, BOSSDesk is a winner. The dashboard was very easy to configure with customizable widgets like tickets, problems , changes, software contracts, approvals and so on with all information available at your fingertips. Every user could customize the dashboard the way they wanted it . It turned out to be very useful for management in making business decisions.

Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College shares his thoughts on how BOSSDesk benefits them. According to him, one of the major benefits for the college is the Service Catalog and the easy to create forms. Depending on the type of user you can control who sees what form and you can set permissions based on roles. Students have access to certain forms that they use. The forms can be built with relevant fields based on the info needed and this has been of great benefit as the earlier solutions they used had one form with standard fields and users did not like it. the whole layout is neat and clean. and building a form is very easy.

Allen loves the solution and had this to share on why he thinks he made a wise decision. "BOSS listens to the customer and comes up with new solutions to make the process easy. Routing and reports is a plus. We had four other help desk tools earlier and either they had one form and you had to pay the company to build an extra form or in another solution you had to go to three different screens to complete building one form. BOSSDesk service catalog is a simple drag and drop. Easy to set up fields, route on them and add drop downs. It allowed us to grow and add service catalogs as needed. It was so easy and end users loved it so much that we expanded it to additional teams like Digital Media services. We gave them permissions to design the forms the way they wanted. It made the team very efficient. We use it for Employee Onboarding. Other cool features we love are the canned responses where we can send messages to everyone. You can add a task and assign people to complete the task. The Approval boards make things very efficient. You just type in the user you need approval from. You have a log of all events for your records. There are tons of different things the solution can do. That's something we really enjoyed and we are learning more."

Allen is all praise for BOSSDesk. In his words," It is a blessing to have a tool that works really really well for us. Fantastic tool that helped our department grow and helped other departments as well in our organization. If I had to do it all over again I would have found BOSSDesk sooner before trying other products. I looked at one other  product while looking for a solution and made a mistake  and  picked the other product that cost me money and time. I wish I had done some more research. I lost two good techs because of the other product and wasted a lot of money and time. I would have picked this one first."

View the webinar with Allen Saylor:

Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College discusses on how this was accomplished and shows examples of services offered.

 

You will learn how:

  • An IT Help Desk can be used to provide and manage a wide range of services including HR on-boarding, digital media, digital signage, website changes, student help, and much more.
  • Easily service requests can be automated and built quickly to address client requirements - no coding skills needed - all drag & drop
  • Reports and Dashboards with configurable widgets provide immediate metrics for the management team.
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Expanding the IT Help Desk to Streamline the Business

 

IT Help Desk Graphic 1

 

AAA North East achieved Simplicity, Standardization and Improved Member Satisfaction by implementing BOSSDesk ITSM on the Cloud.

AAA Northeast serves 5.8 Million members in Connecticut, Massachusetts, New York and Rhode Island. The company has 3,300 employees, 7 Call Centers, 16 Driving Schools, 11 Fleet locations, 65 branch locations, and more than 165 Support Technicians.

AAA Northeast searched for a Help Desk solution that in addition to managing IT service requests, could also be expanded to support other business lines such as Automotive Services, Driving Schools and other internal departments including Human Resources and Facilities. To ensure that the company provided the best service for members any solution had to be very simple for users and could be standardized across the business lines.

BOSSDesk was selected because of the integrated service desk capability and a Service Catalog with an award winning user-friendly interface. It has been successfully implemented across many business lines and internal departments and using the BOSSDesk API, integrated with other systems such as SharePoint. With BOSSDesk, AAA Northeast has seen significant time reduction and improved efficiency combined with faster responses and faster resolution resulting in improved member satisfaction.

In collaboration with BOSS we were able to expand the Help Desk internally and streamlined operations in the business lines.” David Coté - IT Project Manager at AAA Northeast

Watch the webinar with David to learn more

 

Utilizing BOSSDesk, AAA Northeast created a Service Catalog that addresses the service management requirements of the following business lines and internal departments:

Streamlining operations using BOSSDesk: 

Information Technology. New hardware, software and support requests are managed, priority can be specified and response times tracked against Service Level Agreements. Equipment approvals can now be easily administered and tracked

Human Resources Onboarding. BOSSDesk enables the company to order and track all the service and equipment needed to support new employees. Tasks and approvals are generated to ensure the onboarding process is as effective as possible.

Automotive Services. Through collaboration with the Automotive Services business line, BOSSDesk automates the work flow of the Automotive Technology, Auto Facilities Feedback Portal and the Independent Service Provider Application process

Driving School. BOSSDesk keeps track of processes for inquires and requests for refunds and adjustments.

Facilities. BOSSDesk is used to submit and track various requests for facilities such as building services, landscaping, maintenance and cleaning.

Workforce Management BOSSDesk effectively controls requests for off phone activities, schedule changes and manager overrides.

Change Management. AAA significantly enhanced the change management process by integrating BOSSDesk with SharePoint via an API. More departments are being added to the service catalog and other services expanded and enhanced.

Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise

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IT Help Desk Wows End Users With Powerful Service Catalog

Beaufort Blog Graphic 2

 

Beaufort Memorial, a not-for-profit hospital founded in 1944 is an acute care
hospital, a regional referral center and the largest medical facility between
Savannah, GA and Charleston SC. The Hospital has a 200 Bed Acute Care Facility Specializing in Orthopedic Surgery, a Large, active Emergency Room seeing 54,000 visits a year and 1,400 Employees spread across the main hospital campus and 13 satellite clinics.

Earlier the hospital work force had to enter work orders into two different
applications, one for IT services and other system for plant services which
required too many clicks and was a huge cause of user dissatisfaction. The new
hospital leadership wanted to create a solution that would improve service
delivery and user satisfaction for departments across the organization.
The BOSS Support Central On Premise ITSM solution they used for IT Help Desk was upgraded to provide a Service Catalog and ticket management solution for the entire organization. In a very short period of time and to the delight of the users and management, the new BOSS Support Central could be used to provide a wide range of services for departments including Plant Services, Bio Medical, Nursing,Pharmacy, Security, and HR.

The workforce was super impressed with the ease with which they could enter and track issues."Willard Fosberry, Director of IT Infrastructure at Beaufort Memorial Hospital.

View the webinar with Willard to learn more.

 

It became apparent that BOSS Support Central Service Catalog combined with
the automation provided by the routing engine could address all the service
requirements of the various departments at the hospital.

Benefits to the Hospital:
 One application, published on the Beaufort Hospital web page, provides
a “one stop shop” for all work requests.
 A new graphical interface that allows users to quickly browse and use
the interface.
 Took far fewer clicks to get a ticket submitted.
 The new Service Catalog was able to provide service solution options for
many departments including Plant Services, Bio Medical, Nursing,
Pharmacy, Security, and HR.
 Better tracking and a shared visibility into the work order life cycle.
The deployment of the new BOSS Support Central received instant positive
feedback from the management team and the workforce was super impressed
with the ease with which they could enter and track issues.

The Hospital has these future goals in mind on how to extend the use of BOSS Support Central even further.
 Take advantage of the BOSS Support Central Asset Management
capability to track assets

 Incorporate Preventative Maintenance and other scheduled services
into the system
 Take advantage of the BOSS Support Central Mobile application to be
used as a mobile work order tool.
Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise

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Taking Service Management Beyond the Help Desk in Education

Lexington Schools Blog Graphic

 

Lexington County School District One Utilizes BOSSDesk to Extend Service Delivery.

Lexington County School District One is among the fastest–growing school
districts in South Carolina, ranking sixth in total enrollment, with more than
26,800 students from Pre-Kindergarten to Grade 12 and more than 4,500 staff
in 30 schools. The school district is one of the Lexington County’s major
employers.
The school district was looking for a ticketing system that would be able to
support their growing infrastructure needs. They needed to replace a legacy
home grown Help Desk System that was no longer supportable with a robust
system with a simple and easy to use interface. It needed to be intuitive,
scalable as well as support other department needs within the school system.


The school district replaced their legacy system with BOSSDesk and used the
system both to support standard IT Service requests and to support other
departments such as food services and maintenance that were previously not
handled by IT. The new Service Catalog supports their various service
categories and handles over 30,000 service requests. The solution was
deployed very quickly and has been regarded as a great success.

Teachers and students found BOSSDesk to be very simple and
easy to use which resulted in a very successful implementation.
Ben Sellers,Senior Systems Analyst, Lexington County School District One

 

View the webinar recording of the implementation to learn how to take ITSM Beyond IT.

 

 

Tips for a Successful Implementation
Ben Sellers, Senior Systems Analyst at Lexington County School District One, the person who spearheaded the implementation had some very useful tips on how to win user adoption and also get the buy-in from other departments.

Here are some of his suggestions:
 Keep it Simple, especially on the “front end” if you want users to adopt
the system.
 Spend time on Routing Rule Configuration - understand where your
tickets are going to so that you don’t end up with large number of
unassigned tickets.
 Other groups outside IT may not use the system the way as IT – adapt
the system to address their needs and issues.
 Spend time on Knowledge Base - The more self-service you can provide
agents and end users, the better.

 Do the legwork on service catalog setup.
 Use the watcher feature on important requests - allows managers to
stay in the loop on important ticket requests.
 Encourage Use. At meetings, make presentations on how easy it is to
submit tickets. Place links to Portal in email signatures.
 Communicate through the ticket, not through email so that users will
acclimate to responding through the system.
 Data can be imported from legacy system for historical reporting.

Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise

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Did you know? Hitting an underground utility line can cause severe damage and result in fines for non compliance

 

811 Word Cloud 2

 

BOSS Solutions offers an easy and affordable damage prevention solution BOSS811 that helps you stay compliant and avoid hefty fines. Municipal Authority of Westmoreland County adapted  BOSS811 , a Cloud based One Call Ticket Management Solution for the Damage Prevention Industry to improve efficiency and stay compliant.

The Municipal Authority of Westmoreland County (MAWC) is the largest public water provider in the State of Pennsylvania, with 2400 miles of water lines, 500 miles of wastewater lines, 3 Water Treatment Plants and 10 Wastewater Treatment Plants. The legacy 811 Ticket Management System used by MAWC could only be installed on the locator laptops, had no routing rules or automation and therefore provided a very limited role in their critical operations. MAWC wanted a ticket management solution that would improve efficiency and ensure compliance with the regulations of the Pennsylvania Utility Commission who were imposing fines on utility owners for noncompliance. MAWC did a thorough search and selected BOSS811 as their replacement Ticket Management Solution. The BOSS811 implementation was very successful with over 9000 tickets closed in the first 6 months of operation. BOSS811 dramatically improved and simplified workflows through automation and event logs, eliminated bottlenecks and allowed for retraining. BOSS was able to import data and attachments from the legacy 811 system making it part of the BOSS811 searchable repository that is instantly viewable by management.

“BOSS811 has set the bar that other software is compared to." Anthony Pologruto - GIS Analyst, Municipal Authority of Westmoreland County, PA

View the BOSS811 webinar with Anthony and learn how MAWC improved efficiency and avoided fines

 

Major BOSS811 Features & Capabilities used by MAWC:

 Ability to load map services directly from the GIS Server which eliminates the need for paper maps and the “dig box” can be accurately located on the screen  Powerful Routing Engine with the ability to assign tickets based on ticket info or type, tag tickets, send desktop notifications, and assign based on dates and times  The ability to Auto Close tickets  Customized dashboard for each user with pre-defined or custom Widgets 

 Charting and reporting provide management with the capability to monitor workloads and performance  Ticket management with both list and map views provides for easy assignment, sorting and response  Advanced search with a very granular capability and the ability to export to CSV spreadsheets  The ability to add attachments to tickets including photos and videos that can be geo-tagged to show where they were taken  Ease of configuration due to intuitive design of Settings screen  Email notifications based on routing rules  The ability to easily create users and set roles and permissions  Mobile App for both iOS and Android with offline support in areas with no cell signal.  Sketching tools that provide the ability to add notation and comments to the uploaded photos.

Visit www.boss-solutions.com to learn more about BOSS811

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TeamViewer Remote Control Functionality Integrated with the BOSS Solutions Suite

Team Viewer BOSS intergration

   

BOSS Solutions now offers TeamViewer®, integration for its ITSM suite. TeamViewer remote control functionality is now integrated into BOSSDesk Cloud-based IT Service Management and BOSS Support Central for On-Premise IT Service Management. 

BOSSDesk and BOSS Support Central administrators can now accurately and quickly troubleshoot IT issues and remotely support end users. This integration will empower admins to troubleshoot issues quickly, increase first call resolution, reduce ticket volume, and overall support end users more efficiently. 

This is an integration that seamlessly enhances an already strong set of ITSM capabilities provided by BOSSDesk and BOSS Support Central. The addition of TeamViewer's remote control functionality results in several new capabilities such as :

  • The ability to create and join a support session directly from a service record
  • Remotely perform file transfers, view system information and monitor hardware performance including CPU utilization, RAM usage, and device storage information.
  • View and manage TeamViewer session reports

There are several ways customers can benefit from this integration.With TeamViewer integration, BOSS Solutions customers can easily create service cases and provide remote support right from within their familiar IT service records console. They can trouble shoot issues quickly and efficiently. Remote control helps increase the efficiency of service desks and can significantly improve customer satisfaction.

One of the first BOSS customers to benefit from this integration was The City of Delray Beach in Florida. The City has a large, dispersed and diverse IT infrastructure that has to perform 24/7 to support 70000 residents. The City is already reaping the benefits of the integration as they can now resolve issues quickly. This has resulted in increased productivity and end user satisfaction.

 To learn more about the integration click here 

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