How a Modern Service Desk  Dramatically Improves Efficiency and User Satisfaction

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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 

 

Deerfield Beach Service Catalog

 

 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.

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Using your Modern Help Desk for Enhanced Service Delivery

Abraham Baldwin Agricultural College (ABAC) uses their IT Help Desk to Improve Service Delivery 

 

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Abraham Baldwin Agriculture College(ABAC) uses their IT Help Desk software to provide and manage a wide range of services for the college. ABAC is part of the 26 member University System of Georgia and supports more than 4000 students from 155 counties. Located in Tifton Georgia, it also supports four other sites for instructional purposes.

ABAC was looking for a modern Service Desk to meet their present day needs. They wanted to move away from their On Premise Help Desk solution as it had severe limitations one of which was that it could be accessed only when they were on campus.This did not work well for remote users and the students. As part of their search , they tried a couple of different products that met their basic needs but were clunky and provided a bad user experience. End users did not like putting in tickets as the system was not user friendly. A major requirement was to find a solution that was user friendly so everyone could put in a ticket at any site or any location that they supported and would also be easy for students to use. They then did a proof of concept of BOSSDesk the cloud based ITSM solution and it turned out to be a great solution for their environment.

Starting with the Single sign on and easy login to the customizable dashboards, BOSSDesk is a winner. The dashboard was very easy to configure with customizable widgets like tickets, problems , changes, software contracts, approvals and so on with all information available at your fingertips. Every user could customize the dashboard the way they wanted it . It turned out to be very useful for management in making business decisions.

Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College shares his thoughts on how BOSSDesk benefits them. According to him, one of the major benefits for the college is the Service Catalog and the easy to create forms. Depending on the type of user you can control who sees what form and you can set permissions based on roles. Students have access to certain forms that they use. The forms can be built with relevant fields based on the info needed and this has been of great benefit as the earlier solutions they used had one form with standard fields and users did not like it. the whole layout is neat and clean. and building a form is very easy.

Allen loves the solution and had this to share on why he thinks he made a wise decision. "BOSS listens to the customer and comes up with new solutions to make the process easy. Routing and reports is a plus. We had four other help desk tools earlier and either they had one form and you had to pay the company to build an extra form or in another solution you had to go to three different screens to complete building one form. BOSSDesk service catalog is a simple drag and drop. Easy to set up fields, route on them and add drop downs. It allowed us to grow and add service catalogs as needed. It was so easy and end users loved it so much that we expanded it to additional teams like Digital Media services. We gave them permissions to design the forms the way they wanted. It made the team very efficient. We use it for Employee Onboarding. Other cool features we love are the canned responses where we can send messages to everyone. You can add a task and assign people to complete the task. The Approval boards make things very efficient. You just type in the user you need approval from. You have a log of all events for your records. There are tons of different things the solution can do. That's something we really enjoyed and we are learning more."

Allen is all praise for BOSSDesk. In his words," It is a blessing to have a tool that works really really well for us. Fantastic tool that helped our department grow and helped other departments as well in our organization. If I had to do it all over again I would have found BOSSDesk sooner before trying other products. I looked at one other  product while looking for a solution and made a mistake  and  picked the other product that cost me money and time. I wish I had done some more research. I lost two good techs because of the other product and wasted a lot of money and time. I would have picked this one first."

View the webinar with Allen Saylor:

Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College discusses on how this was accomplished and shows examples of services offered.

 

You will learn how:

  • An IT Help Desk can be used to provide and manage a wide range of services including HR on-boarding, digital media, digital signage, website changes, student help, and much more.
  • Easily service requests can be automated and built quickly to address client requirements - no coding skills needed - all drag & drop
  • Reports and Dashboards with configurable widgets provide immediate metrics for the management team.
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IT Help Desk Wows End Users With Powerful Service Catalog

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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

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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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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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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

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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. 

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Announcing General Availability of the New BOSS Support Central

Following a comprehensive Beta Trial program BOSS Solutions announced the General Availability of the new BOSS Support Central which takes on-premise IT Service Management to a new level and allows organizations to manage, track and keep control of their IT environment. The product is designed to ITIL standards, incorporates advanced capabilities, has an award winning user-friendly interface, and is closely aligned with BOSSDesk the company’s Service Desk on the cloud.BOSS Support Central graphic in Blog.png

The product has undergone a major upgrade to incorporate the latest technologies and major capabilities include advanced Help Desk Ticket Management and complete Asset Management capability. Reporting capabilities include a comprehensive array of standard reports and charts. The self-service web portal is easy to use and when combined with the Knowledge Base and Custom Forms can significantly improve efficiency of IT service delivery. Customizable widgets allow Dashboards to be modified to meet the need of all technicians using the system, and Mobile apps for iOS and Android allow for remote access.

 

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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

 

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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 .

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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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