Download Free White Paper : Delivering the IT Service Desk of Tomorrow


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Download Free White Paper : Delivering the IT Service Desk of Tomorrow

  1. 1. Ma a e n ie n g E gn Ps l u S ri D s ev e e k cWHT PPR I AE ED leig h evr te i nIS ri D sT ev e ek co Tmorw fo r * o * i Wok g i ite eli oTd y C nt i s Whe ri wt n h R at s fo a’ o s a t l n h ie s rn
  2. 2. Table of Contents _____________________ The Changing Role of IT Support……………………………………………1 The Need to break with Tradition……………………………………………2 A New Approach: On-Demand Service Desks…………………………..3 What to look for in an On-Demand IT Service Desk Provider……..5 The ServiceDesk Plus On-Demand Advantage………………………….6 Contact for ServiceDesk Plus On-Demand: Contacts for ManageEngine: US: +1 888 720 9500 Intl: +1 925 924 9500 US Intl: +1 800 443 6694(alternate number) Australia: +1 800 631 268 UK: 0800 028 6590 sales@manageengine.comDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  3. 3. Page |1 The Changing Role of IT is the approach that the business offices are now taking. Support Nowhere is the pressure to deliver a rapid _____________________ response greater than the IT service desk. Yet IT support is critical to the success of any there are other pressures in the system that organization, and the IT service desk has been make it very difficult for an IT help desk to the customer-facing image of IT for years. It deliver the kind of proactive services that has offered a single point of contact for organizations want. IT help desk budgets took departments and end users alike for all IT- deep cuts during the recent recession, and related issues. Yet the role of the IT they continue to be managed tightly. IT help organization itself is changing. Once it was a desk managers now face the challenge of driver of cost efficiency; today there is responding to a demand for increased pressure for IT to become a technology commitment to service delivery and a enabler, aligning itself with business goals and demand to do more with fewer people and aiding revenue growth. This evolution is full of smaller budgets. challenges: That combination of pressures is pushing •Increasing demands and expectations from technician productivity and cost efficiency end users have contributed to the increasing back into the spotlight again. IT managers complexity of IT systems. need an effective service desk solution that can support a rapidly changing business •New technologies and application climate, one that offers: improvements have resulted in ubiquitous networks and multiple service delivery •Flexibility to scale up and down rapidly in platforms. response to business needs •Organizations have expanded their •Little or no maintenance and administrative operations to new locations and new time overhead zones; the workforce itself has become more •Anytime, anywhere access by both mobile and untethered. technicians and users Striving to deliver strong customer-oriented And, they need to deliver this service without support in the face of an increasing influx of large CAPEX and OPEX investments or the support calls, IT teams are adopting an inflexibility of long-term contracts. “anytime, anywhere” approach, because thatDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  4. 4. Page |2 conspire to reduce the amount of time an IT The Need to Break with team has to support users, to say nothing of the time they have to devote to strategic Tradition planning and development. ____________________ Traditional service desk deployments cannot While the traditional install-and-deploy fully support users anytime and anywhere service desk model has worked for many With organizations increasingly having a years, the on-premise infrastructure required diverse user base and a distributed work to support it often involves large capital force, a traditional on-premise IT support investments, lengthy deployment cycles, and center infrastructure can become a significant resource-intensive maintenance. Proving both constraint. If the infrastructure is too initial and ongoing ROI has been a challenge. inflexible to enable help desk technicians to Let us examine these matters in more detail: provide anytime, anywhere support, service delivery and user satisfaction decline. Traditional service desk deployments require Important metrics on timeliness of response heavy investments in infrastructure and resolution could take a hit. To support a The traditional service desk requires an mobile work force, an IT help desk team integrated, secure, and reliable IT requires a help desk application that enables infrastructure, including multiple versions of full service delivery at any time and from management, messaging, and security server anyplace, without worries about VPN technologies. Installing and configuring connectivity and the like. servers, managing vital business information with network data backups, and maintaining Traditional service desk deployments and do the data center itself pose additional burdens. not permit optimal use of resources An IT service desk needs to be agile to meet Traditional service desk deployments come the changing needs of business. Scaling up or with maintenance and upgrade hassles down should be easy and should not involve The complexity of the service desk system can cumbersome billing, operations, or support mean that that an IT organization must issues. With a traditional on-premise service devote a measurable portion of its resources desk infrastructure, though, cumbersome and time to monitoring and managing the issues are the norm. Scalability may require service desk infrastructure itself, which drives the acquisition of new license files (not to up costs and reduces time to market. There is mention hardware), which must be installed hardware to manage and maintain, software and maintained, and this may not be the to back-up and patch. Technicians must be fastest or easiest way to ensure that IT on-board around the clock to ensure business support keeps pace with business expansion. continuity. And then there are the Moreover, as businesses go through different complexities of upgrades: Large product periods of expansion and contraction, there upgrades can result in a significant portion of may be times when scaling down makes the technicians’ time being spent on sense. In a traditional model of IT service troubleshooting issues. These requirements delivery, though, such a contraction mayDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  5. 5. Page |3 leave hardware and technician resources unused, wasting resources and expertise. sign up for an account and access the IT help Traditional service desks seldom offer desk through a browser. flexible pricing options Traditional service desk software products Gartner, in a publication titled ‘The IT Service often require an organization to pay for more Desk Market Is Ready for SaaS’ (ID Number: than it actually uses. Help desk software G0016652)noted in 2009 that the IT service providers that develop exclusively for on- desk market was a prime candidate for premise deployments often take a one-size- significant growth in SaaS deployments and fits-all approach. Companies using these revenue—projecting that SaaS deployments products are locked into user licenses with of IT help desk services would account for long term contracts, huge up-front payments, 10% of the help desk market by 2012. “If and massive annual application license fees. youre evaluating new solutions,” Gartner’s analysts went on to advise, “then consider Traditional helpdesk software models do not SaaS IT service desk tools as a viable provide power and control to customers alternative to traditional on-premise models.” Traditional software licensing models can lock up an IT organization for years. If an The SaaS delivery model offers a variety of organization is dissatisfied, it may be unable advantages over the traditional on-premise to switch vendors easily or without incurring model: substantial switching and migration costs. • SaaS applications require minimal capital investment. A New Approach: On- • They can be deployed and scaled on- Demand IT Service Desks demand and they require less intensive management. _____________________ • The initial ROI can be demonstrated Since IT service desk applications became easily, and the total cost of ownership widely available almost two decades ago, we (TCO) is very low. have seen functionality evolve, processes These advantages are prompting IT managers mature, and integration capabilities advance. to turn to SaaS solutions not just for help desk For most of this period, the underlying model management but also for a wide range of of on-premise service desk deployment other IT management functions. remained unchanged. Let us look at these advantages in more Recently, though, the software-as-a-service detail: (SaaS) delivery model has begun to offer help desk managers a viable alternative to the On-demand service desks require minimal traditional on-premise model. In the SaaS up-front investments delivery model, help desk software is hosted With an on-demand service desk, up-front externally and delivered as a service to CAPEX costs are minimal. The solutions are customers over the Internet. Customers canDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  6. 6. Page |4 hosted by a vendor, on infrastructure residing can focus on delivering services to the in one or more secure data centers, so the organization rather than having to service the organization subscribing to the service does underlying help desk infrastructure. not have to invest in servers, software licenses, and so forth. Acquiring access to the On-demand service desks accelerate help desk service is a matter of subscribing to response times and offer wider coverage of the service and accessing the application support The on-demand help desk can be accessed through a browser. from any place that has Internet connectivity. On-demand service desks can be up and Technicians can offer 24X7 support via phone running almost immediately call, remote access, and more. On-demand Without the need to provision hardware or help desk software that offers social features install software on-premise, IT departments such as integrated chat and screen-sharing can effectively deploy an operational service can helps technicians get to the bottom of desk in very little time. The service desk issues and solve problems quickly from any application can be configured to match the location. This can reduce the time it takes to business process workflows of the respond to a user request as well as the organization. The administrator then sends average time to resolve an incident, both of out email invites to technicians and users in which can reduce the cost of a service call the organization to sign up for the service, while improving customer satisfaction. much as it is done for services such as Gmail. All this can be done in a matter of days, On-demand service desks maximize the effectively reducing time-to-service delivery optimal use of resources and effectively delivering a rapid return on Organizations relying on hosted infrastructure investment. and services can scale their use of services up—and down—in response to rapidly On-demand service desks are maintenance- changing business demands just by clicking a free and reduce support costs button. Because the service provider owns In addition to the elimination of the major up- and maintains the infrastructure, the front CAPEX, IT organizations subscribing to a organization subscribing to the service avoids SaaS help desk offering need not hire or train the costs of underutilizing hardware as technicians to maintain the help desk demands change. infrastructure or worry about managing On-demand service desks offer flexible pay- software updates or upgrades. Day-to-day maintenance of both the hardware and the as-you-go pricing software is the responsibility of the hosted On-demand service desk pricing models are service provider, as are operating system based on the number of technicians and/or users accessing the system, effectively patches, application updates, and upgrades. Subscribers can always take advantage of the enabling an organization to pay only for the latest version of the ITSM product without services they use. The pricing is usually “per technician” and the term of a subscription having to manage the upgrades themselves, ensuring that personnel in the IT organization contract could be annual, quarterly, or even monthly, depending on the customer’sDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  7. 7. Page |5 preference. Even if the anticipated usage is • Multi-channel support overestimated, IT service desk managers may • Self-service portal have the flexibility to alter payment options • Knowledge management and pay only for active users. Costs become • Service level management predictable and the risk of budget over-runs is • Asset management minimized. • Incident management • Problem management On-demand service desks reduce the risk of vendor lock-in • Change management SaaS service desks are typically offered on a • Release management subscription basis. If an organization is not • Real time reports and dashboards satisfied with the service desk offering, it can Ease of Implementation cancel the subscription and switch to another Verify that you can sign up, create user SaaS vendor. Comparatively, switching out accounts, configure the application to suit on-premise help desk offerings is a much your organization’s workflows, and be up and costlier and more complex undertaking than running quickly. If implementing a SaaS switching between hosted help desk solution takes more than a few days, the offerings. solution may not prove very flexible over time. What to Look for in an On- Demand IT Service Desk Integration Determine whether the on-demand IT service Provider desk offering integrates seamlessly with in- _____________________ house infrastructure (such as Active Directory) as well as other hosted services, Finding the right on-demand service desk such as CRM, analytics, and other IT vendor involves due diligence. It organizations management applications in the cloud. should consider the following points: Usability Vendor Reputation Determine whether the IT service desk Verify that the SaaS vendor has a proven offering is sufficiently intuitive. It should be as record for delivering a hosted IT service desk simple as any email or social networking offering. Only an established vendor can offer application you use every day. This is a reliable infrastructure that can scale to important in terms of user adoption, and accommodate spikes and steady growth. faster mastery of the service desk solution results in greater ROI. Completeness of Solution Verify that the IT service desk solution offered Data ownership and migration on-demand includes all the functionality Verify that your organization retains exclusive required for complete end-to-end IT service ownership of your data. Since data in a SaaS desk operations, including: service desk offering resides on storage systems owned by a vendor, it is important • Automated ticket managementDelivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  8. 8. Page |6 that the vendor acknowledges your Product upgrades ownership of that data and provides you with Understand the vendor’s policies on product exclusive access to retrieve it. Your vendor updates and upgrades. The SaaS service desk should agree to provide you with all your functionality should be enhanced as new data, in the format you specify, should you features become available, and the vendor decide to move to another service desk should have a clear roadmap and schedule for solution at some future point. fixes and upgrades. Upgrades should be automatic and should not cause any Service level agreements downtime that would impact service desk Review the service level agreements (SLAs) operations at the customer end. offered by on-demand service providers and determine whether the promised levels of Flexible contract application uptime and availability are Verify that you can scale your subscription up sufficient for your business. In an on-demand and down as needed and that you pay only service desk, there are no partial outages. The for what you use as you go. service desk is either available or not. You Customer Support should check the average uptime of your vendor in the last few years, keeping an eye Verify that you can access the hosted service out for the frequency of unscheduled outages. provider’s on-call or email-based expert help for product support. Ideally, the vendor will Uptime and availability levels should be clearly defined, as should be the associated offer service escalation paths and guarantee penalties if these agreements are not response and resolution times according to maintained—and all this should be clear up well-definition issue severity levels. front, before you sign a contract. The ServiceDesk Plus On- Security and disaster recovery Review the vendor’s network security Demand Advantage provisions and disaster recovery plans. Your _____________________ connection to the hosted offering should be ManageEngine, the IT management division 128/256 bit SSL encrypted and should provide of Zoho Corporation, whose SaaS offerings for intrusion prevention and detection. The are used by more than 4 million subscribers vendor’s infrastructure should provide load around the world, offers an on-line help desk balancing, redundancy, and fault tolerance. solution that has been designed to meet the Your data should be backed up regularly and needs of organizations that want to deliver stored in a separate geographic location for optimal service at an optimized price. disaster recovery and business continuity ServiceDesk Plus On-Demand is a complete, purposes. You should also ask about failover SaaS-based, ITIL-compatible help desk system to a remote data center in the event of a for businesses of all sizes. It delivers offers all catastrophic failure of the data center the key features a help desk requires, housing the servers supporting your service including: desk offering.Delivering the IT Service Desk of Tomorrow ©ManageEngine On-Demand
  9. 9. Page |7 • Automated ticket management • Configurable business rules and SLA • User self-service portal • Integrated knowledge base • Asset management, purchases & Next Steps contracts • ITIL workflows for incidents, problems _____________________ and changes For more information on how ServiceDesk • Extensive reporting and dashboard Plus On-Demand can help you with your IT capability service management needs, please visit ServiceDesk Plus On-Demand is based on Service Desk Plus, a mature, on-premise help -desk/index.html. desk solution from ManageEngine that more than 15,000 organizations around the world Contact rely on. This SaaS offering enables an IT _____________________ organization to deliver comprehensive anytime, anywhere help desk services and Contact for ServiceDesk Plus On-Demand: best-in-class support to users without the burden of on-premise hardware and software Contacts for ManageEngine: to install or manage. With attractive pay-as- you-go pricing, ServiceDesk Plus On-Demand US: +1 888 720 9500 is a full-featured help desk offering that Intl: +1 925 924 9500 delivers the rapid time-to-service, rapid ROI, US Intl: +1 800 443 6694(alternate number) flexibility, and scalability that IT help desk managers need in a world where doing more Australia: +1 800 631 268 with less is the rule of the day. UK: 0800 028 6590 _________________________________________________________________________________________________About ManageEngineManageEngine is the leading provider of cost-effective enterprise IT management software and the only one making the 90-10 promise – toprovide 90 percent of the capabilities offered by the Big 4 at just 10 percent of the price. The ManageEngine suite offers enterprise ITmanagement solutions including Network Management, HelpDesk ITIL, Bandwidth Monitoring, Application Management, Desktop Management,Security Management, Password Management, Active Directory reporting, and a Managed Services (MSP) platform. ManageEngine products areeasy to install, setup and use, and offer extensive support, consultation, and training. More than 50,000 organizations in 200 countries, fromdifferent verticals, industries, and sizes use ManageEngine to take care of their IT management needs cost effectively. ManageEngine is adivision of ZOHO Corporation. For more information on ManageEngine, please visit the IT Service Desk of Tomorrow ©ManageEngine On-Demand