ITIL ® for Small to Medium Enterprises (SME)

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Today’s small and medium size businesses have taken on the challenge of implementing best practices in Service Management. Whilst ITIL ® has provided a framework for companies to build internal processes and to help define requirements when introducing toolset's, SME's still face the inevitable challenges of limited resources; time, people and money.

Many ITSM Software manufacturers have placed their main focus on providing complex solutions for large corporations based on the ITIL ® framework. For the SME this usually means a solution that can not be justified due to cost, implementation time, and ongoing maintenance requirements.

A key element in implementing best practices is to understand that Service Management is driven by business processes and not by software. Buying a tool set does not make an organisation ITIL ® compliant. The business works out which processes meet its requirements, the ITSM software solution should be able to easily mould to these processes and adapt as and when required.

Meeting the Requirements of SME's

Richmond Systems are committed to developing and providing a powerful, customisable software solution to meet the needs of the SME and Corporate organisations that wish to avoid over-complicating their Service Management at a huge expense.

SME's require a solution that is cost effective and manageable with the ability to adapt and grow with the company and easy to maintain within their budgetary requirements.

SupportDesk is specifically designed to meet the needs of SME's. Key features include:

• The ability to install, configure, modify, and grow the software with needs and processes that are determined by the business and not by the software.

• Gives control to the Service Desk Manager to change settings without having to find budget for further consultancy.

• Straightforward configuration and modification of how the Service Desk works to adapt to business changes or circumstances that were unforeseen during implementation.

• The ability to “turn on and off” the different aspects of ITSM as and when required, for example, Incident, Problem, and Configuration Management; ITSM is broad in its scope and not all organisations want or need all of the functionality on offer.

• Intelligent screen design and logical, user-friendly operation that reduces training requirements as well as the ability to hide functionality or resources that people do not need to see to make the interface more appealing and easier to use.

• A SME-ready approach to implementing and using ITIL ® processes:
  
  
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Service Level Management
  • ITIL Checklist