The 5 Key Capabilities you need from a SMART service desk solution

Traditional ITSM tools no longer cut it. They’re not capable of meeting current enterprise expectations and they’re not future ready. What does now look like?

 

61% of support organizations saw an increase in ticket volume and related costs over the past year. 1

47% of business leaders prioritized revenue growth, cost reductions, and customer experience improvement. 2

Business-aligned organizations are more likely to spend money on technologies such as artificial intelligence (AI), predictive analytics, service automation, and virtual agents over the next twelve months.3

 

74% of business-aligned IT organizations use an ITSM solution outside of IT.3

52% said they would consider new applications pre-packaged in containers in the short term.4

 

Sources:

1. HDI: 2018TECHNICAL SUPPORT Practices & Salary Report

2. Forrester webinar: Enterprise Service Management: The New System Of Engagement

3. HDI: State of Today’s IT: Process Maturity, Business Alignment, and Digital Transformation

4. IDG Research: Quick Poll Research: CONTAINER TECHNOLOGY

 

What does SMART look like?

Analytics built in: Smart analytics and machine learning for automated ticket categorization, hot topic identification and other insight

Self-service: Service portal for one-stop shopping for goods, services, and support – with smart search and 24×7 support via chatbot

Automation: Task, workflow automation and orchestration to remediate incidents, execute and verify changes and more.

Manage beyond IT: Smart service desk extension into business departments and processes like HR portfolio and facilities management.

Choice of deployment: Flexible deployment model based on container technology to run the solution on premises, in the cloud or SaaS.

Micro Focus SMAX is the only container-based management solution offering this level of SMART capability. Hosted on-premise, on private-cloud or on public-cloud and delivering IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM), it is easy to use, easy to extend, and easy to run anywhere.

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