Expanding the IT Help Desk to Streamline the Business

 

AAA blog graphic 2

 

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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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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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 

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City of Boca Raton implements BOSSDesk for Efficient Onboarding and Improved Service Delivery

BOSSDesk Service CatalogThe City of Boca Raton is the southernmost city in Palm Beach County, Florida. With an estimated population of 98,150, it is one of the wealthiest communities in South Florida. There are more than 2,000 full-time and part-time employees that provide various services through seven departments. 

The City was looking to replace its ticketing system to make Employee Onboarding  and other processes for handling service requests across all departments highly efficient. The on-boarding process consisted of numerous steps requiring the creation of multiple tickets per new employee and technicians would have to create tickets for other IT staff members to perform their tasks. Many processes were manual and needed to be automated.

The City of Boca Raton replaced its ageing ticketing and asset management solution with BOSSDesk Service Management on the Cloud to get a better handle on their assets and also to improve their service delivery. They automated their complex employee Onboarding with workflows and approvals using the BOSSDesk Service Catalog. They also used the Service Catalog for handling service requests for all other departments.

Click below to view a webinar recording of the City of Boca Raton implementation

 

The implementation process started with a detailed analysis of the current On Boarding processes to understand what applications were used, who installed, supported, created user accounts and assigned permissions to these applications. The role of Human Resources and the Hiring Manager was clearly defined as well as the permissions required for requesting hardware and software for new employees. Service requests would be generated by both HR and the hiring manager and some manual steps would need to be automated to improve efficiency.

End users were initially nervous about the change. Once they attended the BOSSDesk training they started using it the same day as it was very easy to use" says Frank Santiago - IT Operations Manager, City of Boca Raton

He shares some of the crucial details of the implementation and what was involved in getting it up and running:

"I developed a list of the applications we supported, and the different locations we supported.Then I developed a list of who installed, supported, and created accounts/permissions for those applications.  Once that process was complete, I began creating the Teams. During this process, it was quite clear that the most complex process was the On Boarding process.This process involved many people, in and outside of IT. 

The one important element I needed to consider when creating these tasks was the order in which the tasks were created.  I wanted to be able to allow the technicians to “at a glance” see if the prerequisite tasks had been completed.  Therefore, you need to be cognizant of the order of your routing rules.  

I limited visibility of the New Employee Request form to the HR Division to prevent others from being able to make requests for new employees.

For other departments like the Police, the requirements are different, so I created a New Employee Request form for Police.  However, I did incorporate the software portion on that Service Catalog Item as the requester from Police Services would know what software the new employee would require.  Again, I limited visibility of this Service Catalog Item to Police by the use of Active Directory Groups" 

 

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