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

Read More

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

Read More

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 

Read More

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

Intergrated solutions wheel graphic 1-1.png

 

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. 

Read More

Service Catalog - the Modern way to deliver IT Services

In the modern era, the Service Catalog has redefined the way services are offered and delivered within an organization. The Service Catalog provides an easy means to improve operational efficiency and help keep service delivery costs low. All service offerings are delivered and managed using a single portal and this dramatically improves service delivery and user satisfaction. 

An ITIL based Service Catalog offers the ability to manage critical information in a central repository accessible by both the IT department and the business. The information contained within the Service Catalog relates to all Services provided by the IT department to the Business. The Service Catalog can be applied across all platforms, environments or geographical locations of any organization. ITIL V3 standards advocate service catalogs as a best practice requirement for service management.

Service Catalogs offer a customer facing view of all the service and product offerings for all the departments within an organization. They enable organizations to promote these offerings in a structured and easily navigable manner. A user friendly service catalog encourages and enhances customer self service .It allows you to empower your customers with Self-Service.

 

MULTIPLE SERVICES ON A SINGLE PORTAL

 

D1a Multiple services on a single portal.png

 

A well thought out and managed service catalog provides a great self-service opportunity for customers. It offers a single portal to present all service and product offerings of the organization and a standardized approach to complete all requests . Services and requests can be offered selectively and efficiently from one portal. It allows customer expectations to be managed to ensure high levels of customer satisfaction. 

The first step in developing an IT service catalog for an organization is to put together an inventory of all the services critical to the business. This includes incorporating services beyond IT like Employee Onboarding or Citizens Portals .

Read More

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. 

Read More

Recent Posts

Like BOSS on Facebook

Follow me on Twitter

BOSS

(800) 317-6639
M-F 9am to 5pm EST