What does ITIL service desk mean to your organization?

Every company needs to deal with IT incidents from time to time. There are always demands from users seeking help with IT problems, hence the need for a company to utilize a help desk software where such incidents can be resolved.


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In short, ITIL service desk is a customer and/or user support option to help solve arising IT problems in fewer steps while enabling integration of business processes into the service management infrastructure. For this reason, ITIL is considered as a crucial information technology service management tool (ITSM) that cannot be ignored.

For you to choose and sustain a successful service desk, bear in mind that you should:

  • Define the business needs
  • Understand all customer requirements
  • Invest in training of service desk staff
  • Define all service objectives, deliverables, and goals

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Factors to consider when choosing a cloud service desk


Business goals

Quality of technical support

Reputation of the vendor

Integration with 3rd party software tools

Benefits of ITIL service desk for your business organization

The following are some of the benefits to enjoy when using a service desk to resolve incidents and service requests in your business:

  • Improved customer satisfaction and perception
  • Better quality and faster turnaround user requests
  • Focused and proactive approach to service delivery
  • Improved management of infrastructure and control
  • Better use of IT resources thereby increasing the productivity of organizational personnel
  • Improved communication and teamwork in your business organization

Bpm’online service desk

Bpm’online is known as one of the most powerful solutions that are crucial in managing omnichannel communications in your organization by delivering a high-level service across multiple communication channels. One of the major advantages of bpm’online service desk is that it has a cloud deployment option thus offering many benefits including:

  • No extra expenses, for example for acquiring additional hardware or staff
  • Reduced operational costs
  • Easy access via any device including laptop, desktop, mobile phone or tablet
  • High level of security as valuable information can be stored on a remote server thus minimizing chances of data loss due to technical problems
  • Bpm’online’s solutions are also designed in a way to ensure they meet the goals and needs of businesses of all sizes. This allows for scalability of the bpm’online service desk depending on your organization’s specifics needed.

Bpm’online service desk comes with many powerful features classified under two editions: customer center and service enterprise. Any business can easily find the functionalities that will best suit its goals and objectives.

Customer center

This customer service desk solution is built to enable business organizations to automate their helpdesk and contact center operations easily. Out-of-the-box features of this solution include:

Service catalog

  • 360-degree customer view
  • Omnichannel communication
  • Knowledge management
  • Case management
  • Contact center
  • Unified customer database
  • Business process management
  • Synchronization and integration

Service enterprise

For both medium and large businesses looking forward to delivering high-level service across different communication channels, service enterprise would be the best choice. This tool will enable your company to automate both internal and external service processes as well as ITIL processes. Service enterprise also comes with powerful tools to help in managing the complete service cycle while delivering exceptional support to users and customers. Some of those features include:

  • Service level management
  • Request management
  • Configuration management
  • Release management
  • Problem management
  • Change management

With bpm’online ITIL service desk solution, your organization can store problems related to service processes and infrastructure thus preventing the occurrence of similar problems and errors in the future. At the same time, you can use it to alert your customers and other users that you are aware of the current errors and that you are working on resolving them soon.

The power of ITIL service desk is undisputable. You can use the problem diagnostics to analyze problems, identify the cause of the problems and find solutions to the same issues. Afterwards, you may initiate necessary changes in the organization’s infrastructure to help with fixing similar issues from happening soon.

Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
as well as included into The Forrester Wave™: Dynamic Case Management, Q1 2018.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2017 and the Gartner Magic Quadrant for CRM Lead Management, 2017; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.

Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.

Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.

CRM Magazine, the leading publication of the industry, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive scores all around.

bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.

In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.

Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.

bpm’online is proud to be named the winner of the European IT & Software Excellence Awards 2013 - the pan-European awards event for IT, ISV and Telecoms channels.

Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.

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