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Midsized businesses face many of the same issues as larger enterprises (SLAs, lowering IT costs, managing risk) in meeting the needs of both end users and executives, but they do so with tighter budgets and fewer resources. It is important that IT solutions add value by activating business and impacting the bottom line. Selecting the right service desk for managing operations can help accomplish this goal. Midsized businesses need to move from homegrown and legacy help desk tracking software to more fully integrated service desk solutions that support ITIL® best practice methodologies. The right ITIL service desk software can deliver improved financial performance, increased manageability, and organizational alignment.
BMC Service Desk Express Suite (previously known as Magic Service Desk) automates service desk processes and lowers cost of support operations. This customizable and out-of-the-box service management solution combines best-in-class service desk software with core ITIL® best practices that integrates with other BMC products and third-party applications.
BMC Service Desk Express enables you to:
- Align people, processes and technology to improve operational efficiency and become more proactive
- Improve accountability and visibility of IT service and support
- Automate the help desk process utilizing browser-based ITIL service desk software
- Reduce costs and incident call volume by implementing service management software
- Decrease help desk response and resolution times and improve customer satisfaction
How do I align IT to my Business?
IT departments are often judged based on their ability to meet service levels that keep customers satisfied, their responsiveness to business need and keeping the business running smoothly. Successful organizations, regardless of size, must deliver high-quality services that quickly adapt to changes in business climate. BMC Service Desk Express Suite for Midsized Businesses help address these issues in the following ways:
Manage IT and Business Risk
- Reduce IT risk through automation and effective management of the entire IT incident, problem, asset and change process
- Manage business risk by tracking Sarbanes-Oxley, Basel II, or other regulatory compliance standards
- Manage IT risk by reducing "guesswork" in responding to IT issues and ensuring that your service desk always follows established and approved processes
- Reduce Identity Management administration costs and streamline operations
Enhance Current IT Infrastructure
- Reduce system downtime by providing a consistent, managed incident and change process, rather than manual, inconsistent responses
- Utilize an ITIL®-compatible solution to implement and automate best-practices out-of-the box
- Improve service levels by ensuring quick responses to issues and maintaining system uptime
- Measure performance and availability of backend infrastructure and Web sites against defined SLA objectives.
Lower IT Costs
- Enhance visibility and access to information about assets, their performance, and their service history
- Know what you have, where you have it, and how awareness of assets can support and impact your business
- Reduce IT costs through automation and effective management of the entire IT incident, problem and change process utilizing IT Infrastructure Library (ITIL) best practice help desk software.
Increase Security
- Make IT more secure by ensuring IT changes do not leave any holes in your organization
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BMC Service Desk Express Suite - ITIL Compatible
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Questions?
Call or write us today
+61 3 9657 4443
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