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Your company has invested both
time and money in creating a service desk. Now you
are faced with the challenge of maximizing the ROI.
SMA provides stand-alone and
integrated solutions and services that will increase
reach, value and footprint of your service management
infrastructure while decreasing call times and overall
cost per ticket.
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Option #1: IT Asset Management
Whether your requirement is license
compliance, operating system migration, network mergers
or improvements to your technology management, the key
to any IT project's success is knowing what you have to
work with.
FrontRange
Discovery can be the key to building an accurate
view of your IT assets!
FrontRange Discovery includes a
unique software recognition engine and LANProbe
technology to discover installed software and hardware
that resides on your network. Also key is
FrontRange Discovery's
ability to perform full system audits as
frequently
as you need
them, with virtually no impact on
network performance.
Implementing FrontRange Discovery
doesn't require weeks or months -- many organizations
are up and running in only a day or two. And there
are over four
million licenses installed around the
world -- a true testimony to market acceptance!
FrontRange Discovery easily integrates with help desk
systems for advanced troubleshooting capabilities.
Key ROI Features:
Advanced troubleshooting capabilities
leads to reduced call times:
- Remote Auditing, no need for time consuming and
costly "walk-arounds"
- Discover locations of hardware, software and
files on the network
- Physical location tracking and reporting (monitor location of
hardware resources and be alerted when moved)
- Multi-platform Support (deployment to Windows 98 - XP, Windows NT4, Unix, Mac OS/X, Citrix,
Windows CE, Vista)
Change Management planning tools:
- Web interface complete with “What if” wizards
(planning tools enable accurate planning and costing
of changes)
- Easy to read and drill-down into
graphs
- Software Usage Profiling, save money by only
licensing what you need
- Alerts and reports for inventory changes
FrontRange
Discovery provides you with the
information you need to make the right
decisions about your organization’s IT
needs, which in turn can help you:
-
Reduce expenditure
on hardware and software by up to
25%
-
Decrease on-site
engineer visits to PCs by 80%
-
Double the speed of
Helpdesk problem resolution
-
Cut the cost of
major projects by as much as 40%
-
Ensure compliance on
your installed software products
SMA also has a unique integration between FrontRange
Discovery and
HEAT, our
world-class
service management application from FrontRange
Solutions!
Learn more about
FrontRange
Discovery.
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Option #2: Mobilize Your Service Desk
HEAT Plus Mobile
Bring the Service Desk into the Field
With HEAT Plus Mobile, the service team can come to the
customer. Technicians can be in the field, in the
middle of
a service call, yet still receive new service
tickets and
up-to-the-second alerts, just as though they were
sitting at
their desks. The HEAT Plus Mobile
interface for BlackBerry
provides access to the HEAT
console, tracking tools, customer
data, assignments,
data-logging functionality and more.
Agents in the field have the necessary service desk
functionality -- virtually anytime and anywhere.
Now the service desk can travel to remote buildings and
end users on their job sites, better supporting today's
distributed enterprise.
HEAT Plus Mobile can transform the IT service delivery
model in dramatic ways. It can:
- Lower service costs by eliminating travel time
between calls
- Improve response rates with real-time tracking
and wireless sync
- Organize the BlackBerry interface with a range
of user-configured displays and fields
- Eliminate the repetition of research queries
- Achieve full security with secure wireless
operations and encryption
Mobile Service Makes Sense
- Empower Technicians: Bring real-time
information and help desk access to remote corners
of the enterprise, so service technicians can
respond to new tickets and update existing service
requests as they respond to them - without having to
return to their desks.
- Better Service: Real-time data
access, regardless of network availability, means
that technicians can provide exceptional service to
customers wherever they work.
- Greater Service Desk Collaboration:
HEAT Pus Mobile is integrated with BlackBerry email,
so colleagues back in the office can view customer
communications and stay apprised of progress.
With greater transparency, teamwork is improved.
- Increased Customer Satisfaction: As
soon as a service request comes in, it's in the
hands of a field technician. If the technician
is already on-site for another call, additional
requests for service can be handled - and logged -
at the same time.
- End-to-end Security: Requests and
customer data are encrypted when they enter the HEAT
Plus Mobile system - and before transmission to a
BlackBerry smartphone client. Additional lease
key security goes a step further, safeguarding
corporate data if a handheld device is lost or
stolen.
HEAT Plus Mobile Pays for Itself Quickly
Research shows that most environments see a 20% jump in
call-handling capability almost immediately. Full
information access, and everything needed to complete a
service request in the field translates into higher
agent productivity.
Contact SMA for more
information on HEAT Plus Mobile or
download the
brochure.
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Option
#3: Help Desk Assessments
Since 1984, SMA has specialized in providing help
desk and support center solutions to corporations,
education, government and not-for-profit organizations. SMA's solutions include help desk
assessments, products, systems integration and
consulting services to assist you in providing support
to your customers and internal staff.
Our help desk consulting services include providing
management consulting in the areas of requirements
analyses, organizational and staff planning, developing
service level agreements (SLA) and implementing help
desk products. Our staff expertise comes from years of
experience managing and working in help desk
environments.
Key to our success in this area is our process and
solution-based orientation. This approach includes the
following:
- Gaining a full understanding of the business
need behind the technical requirements
- Interviewing key management personnel to hear
about "pain" points to be resolved
- Mapping out workflows, service level
requirements, and expectation levels
- Assisting with the selection of technologies
- Implementing selected solutions
- Training and documenting processes an procedures
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Please email
or call us at
914.686.0300 to learn more about how
our structured methodology
may be useful in your
organization.
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