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5 ways to get more from your SaaS service desk

chuck_darst ‎01-10-2013 07:47 AM - edited ‎09-20-2015 07:09 AM

As we were planning and working on the first release of HP Service Anywhere, we gathered information from many interesting sources. We had a market research firm call existing SaaS service desk users, we talked to many existing and potential customers, we solicited input from channel partners in addition to HP's own experts, and we reviewed plans with analysts. From all of this effort we created a new white paper that synthesizes some of the common threads. Today I want to give you a quick overview of the five recommendations the paper describes on getting the most from your service desk.



#1: Take full advantage of process improvements: There is the old adage that says “a fool with a tool is still a fool”. One of the consistent themes across all of the sources listed above was that any service desk, regardless of how it is accessed or how easy it is to use or configure, does not necessarily deliver process improvements—especially by itself. Built-in ITIL industry best practices play a role along with professional services.  Additional considerations include the ease of upgrades and enhancement of the service desk to   provide more or better process support.


#2: Use the SaaS model to improve collaboration: With web access, this can also potentially apply to any service desk. The main point here is that social collaboration techniques are common place and a natural fit for the service desk. You do need to consider how seamless the collaboration is with the service desk. Examples of this collaboration include suggesting the appropriate people to engage based on a configuration item type or class. The collaboration or chat information should be transparently captured for future use.


#3: Maximize agility by harnessing the cloud’s elasticity: This is arguably self-evident. A SaaS-based service desk should allow easy scaling including across different geographies or access points.


#4: Deliver on SLAs with total peace of mind: Read the fine print because there are a lot of differences in the various SLAs provided by SaaS service desks vendors. Bad things unfortunately happen (just ask NetFlix or better yet Amazon). What availability is acceptable? What happens if your SaaS service desk has an SLA breech? The full paper contains a short description of some of the common differences.


#5: Align the SaaS service desk with broader IT and business goals: The main idea that I want to pass along here is that the service desk does not sit in isolation. It is arguably the most interconnected piece in the overall IT management puzzle. The recommendation here isn’t rocket science, you need to make sure that any service desk supports common integrations and that this extends beyond common data sources such as directories. For example, one of the most common and classic integrations is between event monitoring and incident management.  Here is a great EMA white paper that was just updated on bringing the service desk and operations together (registration may be required).


Find out the full results of our study in this white paper: Five ways to get more from your SaaS service desk.

While you’re at it, also check out HP Service Anywhere (our new SaaS service desk) and take it for a free test drive at


Chuck Darst


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About the Author


HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

on ‎02-27-2013 10:02 PM

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on ‎03-05-2013 03:10 PM



Are you asking about Service Anywhere, Service Manager, or something else? And any other details to narrow down your question?


Scary as it might seem, the first place I look is the on-line documentation. For Service Anywhere, I have looked at the youtube "how to" videos. Then there are the HP Community sites. For Service Anywhere,


And if I can't figure it out quickly, I'll ask someone on the inside (product management or R&D) :-).



on ‎09-10-2014 05:27 AM

Excellent summary, i will be passing this on to a few of my colleagues




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