IT Help Desk (ITIL Compliant) now in the Cloud
IT support has never faced greater challenges. Today, your help desk serves more users on more platforms, networks, and devices—and fields more complex queries—than ever before. Yesterday’s lumbering, homegrown “ticket and track it” systems can’t handle the job. Especially with IT under pressure to trim operational and support costs and shift resources toward strategic initiatives that accelerate the business.
In this do-more-with-less environment, a growing number of companies are opting to run their help desk in the cloud—with Remedyforce, the joint solution from BMC, the leader in IT management, and salesforce.com, the leader in enterprise cloud computing. ITIL-compliant Remedyforce is proven to boost help desk productivity, increase user satisfaction, and lower your costs. Here's how:
ITIL-based help desk processes and best practices
Remedyforce comes pre-configured with ITIL-compliant processes that cover everything from incident management to problem, change, and configuration management. Your staff gets automation and simplicity right out of the box, for higher productivity and enhanced responsiveness across the full range of IT support needs.
- The ease, affordability, and rapid ROI of the cloud. Gone is the huge up-front investment in hardware and software, plus the expense and headaches of running, maintaining, and upgrading both. We handle it all in the cloud, so deployment is fast, return on investment is high, and your cost of ownership is low.
- Self-service portal to deflect calls. The Remedyforce self-service portal helps users help themselves, with do-it-yourself options and an extensive knowledge base that reduces the number of incidents requiring staff intervention. Repetitive tasks are off-loaded and labor-intensive fulfillment processes minimized, collapsing your costs to as low as $1 per interaction.
- Advanced capabilities for root-cause analysis. Remedyforce configuration management takes you far beyond basic ticketing systems, visually mapping relationships across IT assets so support technicians can quickly hone in on where problems originate. Before rolling out fixes, you can run integrated impact analysis to minimize unplanned downtime and disruptions to related systems.
- Ultra-secure and reliable Force.com cloud platform. Remedyforce is built and deployed on Force.com, the world’s most reliable, longest-running cloud platform, with ISO 27001-certified security and a proven 99.9 percent uptime record. More than 92,000 businesses run applications on Force.com, and 3 million users depend on it every day.
- Multi-channel connectivity and immediate mobile deployment. Users can reach your Remedyforce help desk any way they like: not just by phone or email, but also over the Web and with mobile devices. Your agents are likewise freed from desktop dependence, with mobile access right from the start.
- Real-time Chatter collaboration for faster resolutions. The built-in Chatter collaboration engine drives group productivity like nothing else: Agents can use it to instantly source the best answers from team experts across locations. With Chatter, resolutions quicken and your knowledge base expands with agent postings of best practices and solutions.
- Customizable analytics and reporting. Dozens of real-time graphical dashboards let you track IT support metrics for insight into your team’s performance. Both agents and managers can personalize their dashboards to show just the data they need. You can also create and tailor reports at any level of detail and complexity.