Your end users are more demanding than ever. They want immediate attention and immediate results — or in IT terms — fast response times and instant problem resolution. They also demand consistently high levels of service, and of course, they expect constant communication on the status of their requests. How do you meet such demands when your own IT resources may be under significant strain?
Many organizations around the world have turned to the best practices recommended by ITIL® as a way to cut costs, align resources, improve service levels, and deliver consistent levels of service to the business.
As you evaluate IT help desk software, make sure that the application will enable you to take advantage of the best practices recommended by ITIL — without requiring too much additional configuration from you. It’s also a good idea to check that the best practices are documented and that the documentation is easily accessible by users.
BMC Remedyforce includes ITIL® best-practice workflows built right into the software. Plus, it comes with extensive online documentation of the process models. With the help of embedded best practices, you can achieve faster cost savings and improvements in service quality that can benefit your entire organization.