While the benefits of IT service management (ITSM) cannot be denied, many companies still struggle to realize its full potential. Why? Because they can’t make their on-premise IT service management software easily available to each and every member of their support team.
For example, with many on-premise ITSM tools, empowering all IT support staff with unhindered accessibility can be particularly difficult for those companies who employ remote or off-site service desk teams, or those who schedule their teams to work in multiple shifts. Enterprises with multiple branches and locations might also experience challenges when it comes to sharing ITSM information and related capabilities.
But, when service desk professionals have limited visibility into incidents in progress, as well as lack of access to best practices in issue handling, it can delay issue resolution, waste staff resources, and negatively impact service to end users. As a result, companies will fail to realize full return on their ITSM investment.
However, when ITSM solutions are software-as-a-service (SaaS)-based, accessibility is never a problem. While on-premise ITSM systems bring with them the hassles of client/server implementations, which provide access to the application only from a PC with the appropriate software installed, SaaS-based solutions can be utilized from any computer, laptop, or mobile device, anywhere, as long as it has a working Internet connection.
With SaaS-based ITSM tools, support staff members simply log in to a secure, online account to:
- Review new incidents that have been assigned to them
- Communicate with end users to gather more information about their incident
- Update the status of issues in progress
- Retrieve and review solutions contained in the integrated knowledge base
- Review asset configuration and service and repair history to help troubleshoot incidents
And, because SaaS IT service management tools are built on the latest, Web-era technologies, they are typically more robust, more feature-rich, and more reliable than their on-site counterparts. So, each and every person within a help desk and other IT support organizations can operate as productively as possible – no matter where they are.
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About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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