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Service Desk Solution

Dick Stark's Blog

By Dick Stark

RightStar just finished an internal project aimed at determining customer value—what processes have been enabled or improved using ITSM tools and is that improvement measurable in terms of improved efficiencies or reduction in the overall cost of service management?  To investigate, weset up interviews with ten FootPrints, Remedyforce, and Remedy customers ranging in size from small to large. Although there was room for improvement, especially around process consulting, overall the customers had a positive experience with RightStar. Additionally, most customers, despite their ITSM toolsets, operate at a relatively low level of ITSM maturity.

In a 2014 Gartner Study, “The IT Service Management Unified Framework: Linking ITSM to Business Value and Maturity,” Gartner introduced a new model, the IT Service Management Unified Framework—a single strategic view into the relationship between ITSM, delivery, maturity and business value.  The report begins by discussing organizations that use a bottom-up…

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Dick Stark's Blog

By Dick Stark

BMC’s Anthony Orr, and Pink Elephant’s George Spalding, presented a webinar last week, Predictions for 2015: ITSM Disruptors.  Their presentation although interesting, was somewhat disjointed with most of the time spent on stories about new technologies such as wearables, like LG’s new GPS KrizON bracelet  for kids, devices and sensors, smart homes, intelligent projectors, and of course the mind numbing internet connections, now referred to as the Internet of Things (IoT). The webinar spent little time on how new technologies will actually disrupt ITSM, the response or fix, and IT or BMC’s solution. Here are my webinar takeaways.

Internet_of_Things

We are digital users and it is a mobile world.  For millennials especially, it is all about what’s on a mobile device.  All organizations from Coffee Shops to Banks, need to adapt. Fortunately, BMC has MyIT which allows mobile device users to submit and check trouble tickets as well…

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Technician licenses to access the Help Desk are available as Named and Concurrent licenses. A Named license is allocated to a single Technician and Concurrent licenses are allocated to  groups of Technicians

Introduction

IT managers purchasing Technician licenses to access the help desk are often confused by the Named and Concurrent license models available to them. It is understandable that the terms can be confusing, so let’s take a closer look at each one of them.

Technician licenses – Named

A Named license is allocated to each Technician that requires access to the help desk solution. For example, if you have 50 Technicians who access the help desk, you will need 50 Named licenses; one license for each Technician. Microsoft often refers to this type of licensing as “Per Seat” licensing. It is interesting to note that this license model is often cheaper than the Concurrent license model on a one-to-one basis.

Technician Licenses – Concurrent

The Concurrent license model is more flexible than the Named license model.  Using this model a group of Technicians are assigned to a single Concurrent license. However, only one Technician at a time from the group can use the “Concurrent” license. The remaining Technicians in the group have to wait for the license to become available before the next one can use it.

Technician licenses

Technician licenses

Usage of License Types

The purpose of offering two license models is to create flexibility for the IT manager. For example, call centre operators are allocated Named Technician licenses because they need permanent access to the help desk solution. On the other hand, Technicians who log in periodically are allocated Concurrent licenses. They are often busy at remote locations and only need access to the help desk to update or close a call.

Common License Model Confusion

The term Concurrent license is confusing at times. A common misunderstanding is that Concurrent implies that all licensed Technicians can log in simultaneously. This understanding is incorrect. When a group of Technicians are assigned to a Concurrent license, the first Technician to log in is granted access. The others will have to wait until the Concurrent license becomes available. Rather use Named Technician licenses if all your Technicians must log in simultaneously.

License Costing Model

Historically the Named license is less expensive than the Concurrent License. However, that may not be entirely true because you can allocate 2 or more Technicians to a single Concurrent license which brings the price of the Concurrent license down considerably.

Conclusion

Named and Concurrent Technician licenses are both very important license models for the IT manger. Using both license models together saves money and creates flexibility. The IT manager no longer needs to purchase a Named license for each Technician when one Concurrent license will be enough for his group of Technicians.

Onsoft is now Embracing The Cloud by making BMC FootPrints available to their customers through Infrastructure as a Service (IaaS). Customers are now able to utilise the power of BMC FootPrints, save on hardware costs and running expenses.

Introduction

Onsoft was approached by the Benin Electricity Distribution Company (BEDC), based in Benin City, Edo State, Nigeria, to solve their serious service delivery problems. A hosted Service Management Solution ultimately was the best fit for them. To this end, they will be embracing the cloud to achieve their goal.

Embracing-the-cloud

embracing the cloud

Embracing The Cloud using BMC FootPrints

To meet the software hosting requirement stipulated by BEDC, Onsoft entered the cloud market. We now have the infrastructure and technical expertise in place to host BMC FootPrints for our customer through a partnership with RSAWeb.

Infrastructure as a Service is a viable option for customers that do not have the hardware infrastructure or technical expertise for an on-site installation of BMC FootPrints. Customers that sign-up for this service retain ownership of their data. In the event that they decide to migrate to an on-premise installation their data goes with them.

This is a very exciting opportunity for Onsoft. It gives us the ability to address our customer’s business needs in ways previously not possible. 

If you would like to be contacted by Onsoft leave a message here. sales department.

Hosting Customer Requirements

Key elements of BEDC’s Service Management Solution are that it must be 100% web based and hosted by the service provider. This frees up the customer from any costly hardware infrastructure and server software purchases.

BEDC required a Service Management Solution allowing them to log calls from consumers and ensure that all customer requests are attended to timeously and resolved successfully.

Needs Analysis for BEDC

A needs analysis was conducted for BEDC and based on the findings, BMC FootPrints was proposed to management as the Service Management Solution. An agreement was concluded between Onsoft and BEDC where both parties agreed that the BMC FootPrints Service Management Solution would be implemented as an on-premise solution within the Cloud using IaaS.

All configuration and daily management of BMC FootPrints will be done by qualified administrators based at the head office of Onsoft, in Cape Town South Africa.

Conclusion

Onsoft is now Embracing The Cloud by making BMC FootPrints available to their customers through Infrastructure as a Service (IaaS).

Onsoft has over 15 years experience as specialist providers of service management software solutions that address a range of customer requirements from Customer Service to IT Help Desks. These solutions are available as a hosted or on-premises option. Although Embracing the Cloud is new to us, it is a natural progression.

Onsoft has implemented BMC FootPrints Service Management Solution for several clients in South Africa and Nigeria.  Based on Onsoft’s successful track record, BEDC selected BMC FootPrints as their solution of choice.

Service desks are a single points of contact between users, IT Service Management and customers. A well run service desk enhances customer relations and improves the company’s image

Introduction

The modern service desk has matured and become a flexible tool. It is customisable and modular in design allowing management to select only the modules they require.

Service desks are automated and include self-service modules enabling more to be done without increasing costs and the staff compliment.

Value of a Service Desk

The value of a service desk is measured in terms of performance improvements gained in productivity and improved customer experience.

For management an acceptable return on investment (ROI) is important and the value gained by purchasing the solution must justify the cost. The service desk must be easy to use and understand by both agents and customers alike.

Advancement in remote management technologies enables agents to attend to customers problems at remote sites without having to send a technician there. This capability reduces down time and the cost to resolve the problem.

 Management Benefits

Management dashboards and comprehensive reporting supply the needed controls to track customer issues and problems. This information is used to project future customer trends and plan for business related changes.

An ability to track time spent on a given type of problem enables agents to inform customers how long it takes to resolve the problem based on historical data available in the system. This empowers the agent to be more accurate when dealing with customers queries.

Conclusion

The increasing adoption of the IT infrastructure library standard (ITIL) is fuelled by more demanding customer expectations. ITIL brings structure and maturity to the service desk. The larger enterprise solutions are configured according to the ITIL framework.

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