One of the few exceptions to the You Get What You Pay For Principle, the less IT support costs a business, the better it’s being done. Why? Lower costs usually indicate lean IT support staffs able to devote the bulk of their time to cases worthy of their attention, as opposed to routine issues that routinely escalate due to poor collaboration and little or no capacity for self-service. Lower IT support costs also equate to quicker time-to-resolution (MTTR) for service issues across the entire spectrum, from provisioning new users to addressing business-halting network downtime.
Simple to set up and tightly integrated with Google Apps, SAManage self-service portals and service catalogs give users an easily searchable knowledge base full of known issues (many of them basic) and their solutions, plus quick access to support case status and a menu of additional service options.
Creating a new service request is a matter of completing a few fields and optionally selecting a number of service option boxes, which have been specified by IT staff in advance. Existing case status is always just a click away, and collaboration is seamless, thanks to SAManage’s Google Apps integration.
Apart from lower costs, which, as mentioned, can be understood as a byproduct of better IT support, IT departments can spend more time meeting the goals set for them and less putting out initially small fires that tend to spread. They have the resources necessary to fulfill SLAs, without adding extra staff. Problems get solved faster, and front-line productivity increases. And because users are empowered to solve many of their own problems without resorting to tech support, case loads become manageable again.
So, the next time you review your IT support budget, keep in mind that its size has an inverse relationship to your effectiveness in resolving tech issues. For more information on the benefits of SAManage’s customizable self-service portals and service catalogs, check out this presentation or contact your SAManage representative today!
- Can Your Existing Service Desk Tool Do All This? (samanage.com)