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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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 .

BOSS_capterra-UF-help-desk.png

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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BOSS provides AdCare Health an IT Cure!

An IT Cure for Adcare Health!

 

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 in compliance.”

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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