IT support in the SaaS management

 

IT support in the SaaS management environment is distributed

As mentioned above, one of the main drivers of increasing the acquisition of SaaS applications and use in the business environment is reduced the need for IT support in the acquisition or spread of new tools.

Also read: it supports companies for small business

 

To adapt to this new reality, the progressive IT team has developed new-tiered approaches and governance for management and SaaS application support.

Also read: its solutions company

 

It is managed and supported

An important application for mission-critical business operations

Contains sensitive data that requires a high level of security and data

Can be extensively deployed throughout the organization with high-volume users with complex support needs

Example: CRMS, Office Suites

Not managed but supported (distributed management)

Important application for business effectiveness, but it doesn't have to be a mission-critical

Everyday is managed by a subject matter or other administrator, but not

Scope of deployment and functionality includes a business unit, department, or certain team

Example: document storage, HCM, financial tools, marketing tools, team collaboration, and project management platforms

Not managed and not supported (usually shadow)

Applications can increase employee effectiveness and productivity but not needed to run a business

Can be acquired and deployed by small teams and end users

Example: Productivity tool, calendar application

Because of the "managed and supported categories" following traditional IT support models and "not managed and not supported" applications issued from IT support, application groups "are not managed but supported" creating new challenges for IT support teams.

Also read: it supports services company

 

If it does not directly manage or have daily activities for an application, but it is still responsible for its support, that support often becomes playing the role of "traffic police" by routing demand to the application owner.

 

Take general requests such as onboarding new employees with tools and applications a day. If you are an IT support agent responsible for this process, you might get a list of applications needed for new employees.

 

 

When this application is not managed but supported, this requires IT support agents for:

Also read: outsource it support

 

Determine which department, team, or employees have every application

Send requests for providing to each owner

Report again on the ticket resolution status

While each of these steps seems quite easy, it requires more than 24 hours to reach and costs more than $ 100 per instance on average.

 

Enable self-service support for the SaaS application

According to Metric Net benchmark, when the end-user can identify their problems and complete it with their own consent, the price is only $ 2 per instance. In many cases, supermarkets are carried out through increased training for employees or creating content in knowledge centers. And employees, like all consumers, increasingly hope to direct their own technological experiences.

 

But in terms of the SaaS application, the diversity of titles (the average company has 600 titles in its inventory) and more and more the possibility that the application may not be directly managed by it (because more companies embrace the governance structure that is often handed over management) self-service resolution. IT support continues to play traffic police, route requests for support to the application owner, which then completes or closes requests.

Also read: outsourced it supports services

 

In the perfect world, an employee who wants to ask for access to the new SaaS application will have access to the list of available applications managed by their employers. This list can be previously configured with the role of work so that only employees who meet the requirements that have access to certain types of applications (for example, call center employees will not be eligible for access to the HR specific application).