How a Modern Service Desk  Dramatically Improves Efficiency and User Satisfaction

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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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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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BOSS Solutions helps track "high value items" for Government Agency

 

Did you know that Toners are one of the ‘High Value’ items in the expense report of Government agencies ?

With the help of BOSS Support Central, you can save $$$$ by efficiently tracking Toners in a centralized way and run trend reports on high usage by select departments.

Township of Franklin, NJ had a requirement to do just this and promptly adapted BOSS Support Central to track and manage their toner usage and supply levels saving tax dollars.saving money clip art

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