To successfully compete in today's marketplace, small & medium sized businesses must run efficiently. The right technology solutions can help SMBs to do this by improving business operations, employee productivity and profitability.

However as their dependence on information technology grows, it becomes more difficult for IT Service Desk personnel to adequately support end-users and the solutions that keep the business running smoothly. Unlike larger enterprises, SMBs frequently lack the IT resources to manage the growing array of hardware, software and systems necessary to support the business, and provide adequate levels of service to users.

Web-based, software-as-a-service (SaaS) or on-demand solutions can provide SMBs with a fresh approach to solving this dilemma. A SaaS service desk solution offers IT managers the feature-rich, real-time functionality they need without the burdens of deploying, managing and supporting costly hardware and software in house.

The white paper below begins with a discussion of the challenges that SMBs face in managing and supporting the IT solutions they need to run their businesses and examines the obstacles they face trying to effectively meet service management objectives. It then explores strategies for selecting a service management solution and how the SaaS approach can help SMBs meet these support challenges without increasing the burden on overworked IT personnel. Finally, a case study is presented that illustrates the effectiveness of this approach.

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