ITSM Service Desk Survey Conducted by InteQ Reveals Ease of Adoption as Most Important Factor When Choosing a Solution Provider
November 17, 2009 by CRM Helpdesk Software · Leave a Comment
Survey responses collected from ITSM professionals visiting the InteQ booth at the itSMF Fusion 2009 Conference indicate ‘ease of adoption’ as their most important factor when choosing a service desk solutions provider
BEDFORD, MA – InteQ, a leading provider of SaaS and On Demand IT Service Management solutions, has released the survey results of a study conducted at the itSMF Fusion Conference in Dallas last month which polled visitors to their booth on the most important factor when considering a service desk application. Nearly 82% of ITSM professionals surveyed indicated ‘ease of adoption’ as being the most important factor in their consideration process.
IT organizations continue to struggle with the challenges of managing and maintaining enterprise service desk applications due to the impact across the enterprise. The results of this survey indicate that professionals have recognized the disruption brought on by a forced upgrade resulting in a re-implementation or application change and value a solution that is easily adopted. InteQ recognizes adoption as the ability to fully implement the application in conjunction with the pace at which the staff is trained and end users are actively utilizing it. InteQ clients have typically rolled out the SaaS service desk application within 30-90 days across the enterprise.
The second highest factor according to survey results was the ability to automate ITIL best practices. As IT organizations continue to take on more projects that have a direct effect on the business, automation becomes an essential consideration due to the ability to conserve and reallocate time and resources previously devoted to manually ensuring processes were adhered to. InteQ customers have experienced the application ensuring 100% accuracy due to its unique data-driven and action-based application architecture.
“The service desk may be the only IT resource guaranteed to touch everyone within an organization and an application change effects everyone, not just the IT support team. It was no surprise to us that ease of adoption was valued as the most important factor when considering a change and we take pride in our ability to promise this to our clients,” Yash Shah, President and CTO, InteQ. “Our service desk application, InfraDesk, is simple to deploy and simple to use. Client have adopted and fully implemented this solution in weeks and through its SaaS delivery model, upgrades to the application are seamless and non-disruptive; both important factors to consider when choosing a service desk application.”
In addition to ease of adoption and automation of ITIL best practices, the total cost of ownership (TCO) and time to production ranked considerably high. The following were the results based on feedback provided by a sample of the over 1500 ITSM professionals surveyed by InteQ at the 2009 itSMF Fusion conference:
Gartner indicates “IT organizations are looking to IT service desk tools to help reduce service and support costs, increase end-user productivity, align themselves closer to the business, provide high-end user satisfaction, and be the hub for a larger IT service management (ITSM) suite of tools…. Clients want quicker implementations due to limited budgets and a need to prove quicker return on investment (ROI), but also because they want to follow industry (ITIL) best practices and don’t want to customize.” *
The company’s ITIL SaaS Service Desk solution was designed and developed based on the company’s historical knowledge both implementing and actively using service desk tools. The result was a solution that is easily adopted and implemented due to pre-configured workflows based on ITIL best practices and built-in auto-routing functionality. InfraDesk clients are up and running within weeks (days in some cases) and have noted a significant increase in end-user adoption through the self-service portal; a clear validation of the ease and value of the application.
InfraDesk – ITIL SaaS Service Desk
InfraDesk is an ITIL SaaS Service Desk application delivered as a service over the web based on InteQ’s unique ITIL process automation approach and experience. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional on-premise software while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility. Since its introduction to the service desk market, InfraDesk has been implemented in organizations globally accelerating value and savings for clients. InfraDesk was also the recipient of the Network Product Guide ‘Best in SaaS’ and the American Business Awards ‘Best New SaaS Product’.
About InteQ
Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services (IT Monitoring-as-a-service and IT Management-as-a-service), an ITIL SaaS service desk solution, and award-winning training and consulting in ITIL – the IT Infrastructure Library. InteQ’s on demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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