Holt 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.Read More
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
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.Read More
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.Read More
ITSM, Service Desk, Asset Management, Help Desk App, Facilities Management, Helpdesk, IT Compliance, IT Audit, ITIL, Asset Tracking, IT Service Management, Employee Onboarding, Cloud, Change Management, Problem Management, Incident Management, Service Requests, Service Catalog, Education, Schools
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
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
Spend time on Routing Rule Configuration - understand where your
tickets are going to so that you don’t end up with large number of
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.
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
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.
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 .
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.Read More
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
The first days on the job for new employees are critical to their ability to fit in and become as productive as possible, within a short time. Onboarding — the process to help just-hired employees acclimate to a new environment is not a stand-alone event but part of a more comprehensive process. Onboarding is not just a buzzword for orientation or something that is needed only in large companies. When incorporated it really helps small and midsize businesses streamline the process and ensure that new employees become productive and satisfied members of their staff.
BOSS Solutions Customer, Beaufort Memorial Hospital has been serving the healthcare needs of the South Carolina community for more than 70 years. Opened with 25 beds in 1944, the hospital has seen significant growth over the years and is now the largest medical facility between Savannah, GA. and Charleston, SC. We recently had the pleasure of speaking with Willard Fosberry, Director of IT Infrastructure at the hospital, about how his team has been able to adapt BOSS Support Central the ITSM On Premise solution offered by BOSS Soutions for managing the On Boarding process of all new hires at the organization. Willard spoke at length on how he has benefitted by using BOSS Support Central for Employee Onboarding besides using it to track issues.
Beaufort Memorial Hospital had been using BOSS Support Central for their help desk ticketing and they recently extended its use to the on-boarding process of new employees at the hospital. Before a new member of staff is due to start at the organization, the hiring manager simply completes a new hire web form detailing the equipment and privileges that person is going to need. This information is then used to automatically create work orders that are sent to the appropriate staff members for completion.Read More
Elections can be a busy time for the State Departments and the sheer number of requests from county precincts can be
overwhelming. The Elections Division of the GA Secretary of State’s Office organizes and oversees all election activity, including voter registration, municipal, state, county, and federal elections. They are responsible for certification of election results as well as certifying the qualification of candidates and preparation of ballots and election forms and materials. State departments have multiple zonal officers who manage various geographical areas to address incidents and requests quickly and efficiently. It is the dream of every Secretary of State to have one efficient solution that will handle county request submissions, workflow routing based on the business process, escalations on pending requests beyond SLA, email notifications, and dashboard reporting.
Not with BOSS Solutions and the Lexington County Sheriff's Office!
Lexington County Sheriff’s Department, SC a BOSS customer implemented BOSS Support Central to improve efficiency and save time and effort in accomplishing day to day tasks. Whereas all their tasks earlier involved verbal and written communication, with BOSS Support Central they are now extremely organized and a ticket is raised for every task however big or small. It is then assigned to the people in charge and can be tracked and acted upon every step of the way.
Due to the flexibility of the BOSS solution they were able to put it to multiple uses such as submitting and tracking financial requests, equipment orders, travel requests, office supplies requests, keeping track of ID cards and Jail maintenance issues.
All this was taken care of manually earlier and requests sometimes were
lost, delayed or fell through the cracks.
With the BOSS solution, they can now log in and instantly verify the action
taken on the request. With 400 users, they are dependent on the BOSS
solution for their day to day functioning .They love that the tickets can be
accessed using their smart phones as they are always on the go. They do
not have to go back to their desks to resolve issues and can just click on the
phone# on the ticket and take care of the issue wherever they are. They are
finding new uses for the BOSS solution by fine tuning it in innovative ways
to cater to their needs.