Mobility gives the service support technician the means to resolve problems on the spot, often as the situation is unfolding. In addition, when a technician is working on a problem away from the service desk, mobile technology allows instant contact with the person who is handling the main call center. If a question comes in that requires expertise or approval, it’s easy to send records between locations for instant attention and timely decision making. If a task is not getting assigned correctly, for example, the roaming technician or manager can quickly reassign it to someone else. If an SLA is about to be missed, the technician can assign a person to follow up on the issue. In short, the technician can be more productive when roaming.
By delivering an easy-to-use mobile application suite optimized for handheld devices, both RightStar and BMC mobility solutions for IT Service Management enable field technicians, managers, end users, and executives to access, modify, and act on the latest data, anywhere and anytime. It gives employees and customers a mobile self-service portal to report incidents and request services — and its impact on the business is immediate. With our mobility solutions, you will cut costs by deflecting help desk calls through self service, limit business risk by ensuring tighter change controls, and improve customer satisfaction by increasing staff productivity. Using any mobile device — including BlackBerry, iPhone, iPad, Android and Windows Mobile smartphones, tablets, and barcode scanners — you can perform and monitor service request and support activities in a geographically dispersed environment. Instant alerts inform you of IT issues submitted by technicians, enabling you to manage trouble tickets, asset records, and change requests directly from the field.
Contact RightStar to explore your mobility options