Expanding the IT Help Desk to Streamline the Business

 

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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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Taking Service Management Beyond the Help Desk in Education

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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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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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Unapologetic Luxury at The Breakers Enhanced by BOSS Solutions

 

The Breakers located in Palm Beach Florida is a luxury Resort & Hotel offering unapologetic luxury, seaside glamour and world-class service.The Breakers is a 5 star Resort & Hotel that also has four sets of High End Apartments .The Breakers has been a customer of BOSS Solutions for many years.

 

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Their IT department has been using BOSS Support Central our fully integrated on premise ITSM solution to manage and track incidents and requests at the Hotel. The BOSS Support Central suite includes modules for IT Service Desk, Asset Management and Lifecycle Management.

 The Breakers Apartments are owned by high end clientele and can also be rented out by the month or year.  This section of The Breakers is called Breakers Row.  There are four separate buildings that each contain around 20 apartments each.  The Breakers employees take care of all the maintenance, landscaping and security for this section.  All these years, Security and Maintenance employees at the Breakers Row were using manual time consuming pen and paper processes to record all their tasks. They were hand writing all work orders to track what was being done inside each apartment.  However tracking information manually was very difficult and getting a report was impossible. They contacted the Breakers Technology Department for suggestions on how they could better handle their work orders and asked if they would be able to use BOSS Support Central in some form to help them.

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I have enough money to live comfortably the rest of my life-if I die next Tuesday:)

You are not alone! The Government is facing the crunch too - with shrinking IT budgets and pressure to do more with less. Here's how some Government agencies made it work with a little help from BOSS.

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