Press Release
ITSM Service Desk Survey Conducted
by InteQ Reveals Ease of Adoption as Most Important Factor When
Choosing a Solution Provider
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, Massachusetts, November 17,
2009:InteQ, a leading provider of 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 this disruption brought on by a forced upgrade
resulting in 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 client 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. Clients 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 ere the results based on feedback provided by a sample
of over 1500 ITSM professionals surveyed by InteQ at the 2009
itSMF Fusion Conference:
| Rank |
Requirements |
Description |
Survey Results |
| 1. |
Ease of Adoption |
Ability to use the service desk
application across the enterprise including self-service
users and external service providers. In addition,
simplicity of managing the application was also
important. |
82% |
| 2. |
Automated ITIL Best Practices |
Ability to easily
implement ITIL processes, making it easy for users by
enabling more accuracy in the steps taken by users and
more usable knowledge base. |
69% |
| 3. |
Total Cost of Ownership |
Ability to justify the current
investments and effectively measure the return on
investment. |
67% |
| 4. |
Time to Production |
Ability to achieve
out-of-the-box functionality and minimize the
customization requirements enabling a faster time to
production. |
54% |
Gartner indicates "IT
organizations are looking to IT service desk tools
to help reduce service and support costs, increase
end-user productivity, align themselves close 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-it auto-routing functionality.
InfraDesk clients are up and running in 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.
To request a demo of InfraDesk,
click
here.
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. 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 software models while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility.
About InteQ
Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services, an on-demand 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.
*Gartner Magic Quadrant for IT Service Desk, published October
16, 2009
