Deerfield Beach is a city in Broward County, Florida, just south of the Palm Beach County line. With a year-round population of over 50,000 the City of Deerfield Beach provides customer-oriented services, which create a quality of life that encourages residents and employers to enjoy South Florida and prosper in an ever-growing international economy. The City of Deerfield Beach wanted to consolidate several older products with a modern Service Desk solution. They were looking to build a powerful Service Catalog that addressed specific departmental needs, improved efficiency and was more responsive to their user community. The City was also looking for a solution with an integrated Asset Management capability and support for other ITIL processes such as Change Management. They came upon BOSSDesk an ITSM solution on the Cloud that perfectly fit their needs with the integrated service desk capability and incorporated a powerful Service Catalog and an award winning user-friendly interface. The City was impressed with support they received from the BOSS Solutions team during the selection and implementation process and were impressed by how easily the Service Catalog could be created to meet departmental needs. The City has seen dramatically improved efficiency and faster resolution resulting in improved user satisfaction. “The Service Catalog and workflow capability of BOSSDesk is excellent”. Ron McKenzie – CIO at the City of Deerfield Beach With BOSSDesk, the City of Deerfield Beach created an integrated Service Desk that addressed the various departmental needs, improved user satisfaction, while dramatically improving efficiency in several areas: Information Technology New hardware, software and support requests are managed, priority can be specified and response times improved. The ability to track and monitor incidents separately from requests provides the City far better controls to improve resolution time and efficiency. The ability to close multiple tickets associated with a specific problem was considered monumental in improving efficiency. ITIL Best Practices Using BOSSDesk the City was able to implement ITIL processes that included creating a CMDB, achieving better inventory control, implementing a knowledge base and a change management process. Integrated Asset Management With BOSSDesk the City is able to track in real time all inventory on the network. The software allows all devices to be identified via bar codes, can keep track of all software contract renewals and provide all details regarding the software vendors. Human Resources (HR) Onboarding BOSSDesk enables the City to order and track all the service and equipment needed to support new employees. Workflows create tasks and required approvals to ensure the onboarding process is timely and efficient. Public Affairs and Marketing Users can make requests to post announcements on social media or through press releases, propose changes and additions to the website, and request videos. The City of Deerfield Beach was also very impressed with how open the BOSS team was to new product enhancement requests and the speed at which these requests were implemented. Ron and his team members are pleased with the capabilities of BOSSDesk and how well it meets their specific needs.

Abraham Baldwin Agricultural College (ABAC) uses their IT Help Desk to Improve Service Delivery Abraham Baldwin Agriculture College (ABAC) uses their IT Help Desk software to provide and manage a wide range of services for the college. ABAC is part of the 26 member University System of Georgia and supports more than 4000 students from 155 counties. Located in Tifton Georgia, it also supports four other sites for instructional purposes. ABAC was looking for a modern Service Desk to meet their present day needs. They wanted to move away from their On Premise Help Desk solution as it had severe limitations one of which was that it could be accessed only when they were on campus. This did not work well for remote users and the students. As part of their search , they tried a couple of different products that met their basic needs but were clunky and provided a bad user experience. End users did not like putting in tickets as the system was not user friendly. A major requirement was to find a solution that was user friendly so everyone could put in a ticket at any site or any location that they supported and would also be easy for students to use. They then did a proof of concept of BOSSDesk the cloud based ITSM solution and it turned out to be a great solution for their environment. Starting with the single sign on and easy login to the customizable dashboards, BOSSDesk is a winner. The dashboard was very easy to configure with customizable widgets like tickets, problems , changes, software contracts, approvals and so on with all information available at your fingertips. Every user could customize the dashboard the way they wanted it . It turned out to be very useful for management in making business decisions. Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College shares his thoughts on how BOSSDesk benefits them. According to him, one of the major benefits for the college is the Service Catalog and the easy to create forms. Depending on the type of user you can control who sees what form and you can set permissions based on roles. Students have access to certain forms that they use. The forms can be built with relevant fields based on the info needed and this has been of great benefit as the earlier solutions they used had one form with standard fields and users did not like it. the whole layout is neat and clean and building a form is very easy. Allen loves the solution and had this to share on why he thinks he made a wise decision. "BOSS listens to the customer and comes up with new solutions to make the process easy. Routing and reports is a plus. We had four other help desk tools earlier and either they had one form and you had to pay the company to build an extra form or in another solution you had to go to three different screens to complete building one form. BOSSDesk service catalog is a simple drag and drop. Easy to set up fields, route on them and add drop downs. It allowed us to grow and add service catalogs as needed. It was so easy and end users loved it so much that we expanded it to additional teams like Digital Media services. We gave them permissions to design the forms the way they wanted. It made the team very efficient. We use it for Employee Onboarding. Other cool features we love are the canned responses where we can send messages to everyone. You can add a task and assign people to complete the task. The Approval boards make things very efficient. You just type in the user you need approval from. You have a log of all events for your records. There are tons of different things the solution can do. That's something we really enjoyed and we are learning more." Allen is all praise for BOSSDesk. In his words, "It is a blessing to have a tool that works really really well for us. Fantastic tool that helped our department grow and helped other departments as well in our organization. If I had to do it all over again I would have found BOSSDesk sooner before trying other products. I looked at one other product while looking for a solution and made a mistake and picked the other product that cost me money and time. I wish I had done some more research. I lost two good techs because of the other product and wasted a lot of money and time. I would have picked this one first." Allen Saylor, CTO & CISO at Abraham Baldwin Agricultural College discusses on how this was accomplished and shows examples of services offered: You will learn how: An IT Help Desk can be used to provide and manage a wide range of services including HR on-boarding, digital media, digital signage, website changes, student help, and much more. Easily service requests can be automated and built quickly to address client requirements - no coding skills needed - all drag & drop Reports and Dashboards with configurable widgets provide immediate metrics for the management team.

SoftwareReviews, a division of world-class research and advisory firm Info-Tech Research Group Inc., recently published its 2019 IT Asset Management (ITAM) Data Quadrant based entirely on real user feedback and provides unprecedented levels of insights into data points for products within the category. “BOSS Solutions received an excellent ranking from customers, particularly for Vendor Support and Breadth of Features, and has built a product that is highly valued by their customer base,” said Sandi Conrad, Senior Research Director, Info-Tech Research Group. We are truly honored by receiving this award” said Maha Mahadevan CEO and President of BOSS Solutions. Our product suite, BOSSDesk on the Cloud and BOSS Support Central for On-premise are thoughtfully designed to incorporate advanced features and capabilities that are required to implement best practices for IT asset and service management. We have always been committed to ensuring that our customers are provided with the latest technology and strive to have the strongest commitment to customer support in the industry.” Click here to view press release.

AAA North East achieved Simplicity, Standardization and Improved Member Satisfaction by implementing BOSSDesk ITSM on the Cloud. AAA Northeast serves 5.8 Million members in Connecticut, Massachusetts, New York and Rhode Island. The company has 3,300 employees, 7 Call Centers, 16 Driving Schools, 11 Fleet locations, 65 branch locations, and more than 165 Support Technicians. AAA Northeast searched for a Help Desk solution that in addition to managing IT service requests, could also be expanded to support other business lines such as Automotive Services, Driving Schools and other internal departments including Human Resources and Facilities. To ensure that the company provided the best service for members any solution had to be very simple for users and could be standardized across the business lines. BOSSDesk was selected because of the integrated service desk capability and a Service Catalog with an award winning user-friendly interface. It has been successfully implemented across many business lines and internal departments and using the BOSSDesk API, integrated with other systems such as SharePoint. With BOSSDesk, AAA Northeast has seen significant time reduction and improved efficiency combined with faster responses and faster resolution resulting in improved member satisfaction. “In collaboration with BOSS we were able to expand the Help Desk internally and streamlined operations in the business lines.” David Coté - IT Project Manager at AAA Northeast Watch the webinar with David to learn more: Utilizing BOSSDesk, AAA Northeast created a Service Catalog that addresses the service management requirements of the following business lines and internal departments: Information Technology. New hardware, software and support requests are managed, priority can be specified and response times tracked against Service Level Agreements. Equipment approvals can now be easily administered and tracked Human Resources Onboarding. BOSSDesk enables the company to order and track all the service and equipment needed to support new employees. Tasks and approvals are generated to ensure the onboarding process is as effective as possible. Automotive Services. Through collaboration with the Automotive Services business line, BOSSDesk automates the work flow of the Automotive Technology, Auto Facilities Feedback Portal and the Independent Service Provider Application process Driving School. BOSSDesk keeps track of processes for inquires and requests for refunds and adjustments. Facilities. BOSSDesk is used to submit and track various requests for facilities such as building services, landscaping, maintenance and cleaning. Workforce Management BOSSDesk effectively controls requests for off phone activities, schedule changes and manager overrides. Change Management. AAA significantly enhanced the change management process by integrating BOSSDesk with SharePoint via an API. More departments are being added to the service catalog and other services expanded and enhanced. Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise.

BOSS Solutions is a Prime Vendor for Texas DIR Cooperative Contracts and provides brilliantly simple software solutions to meet the needs of customers looking for Help Desk Software Solutions or 811 One Call Ticket Management Solutions. The BOSS Solutions Help Desk Software includes BOSSDesk for Cloud and BOSS Support Central for On-premise. Both have IT Asset Management and other advanced capabilities and are available at an affordable price. BOSS811 One Call Ticket Management is the solution for Municipalities, Pipeline, Utilities, and Locator Companies for managing 811 dig requests. BOSS811 reduces cost with features like auto-close tickets and provides comprehensive reporting that allows for accurate budgeting and management. The BOSS Solutions DIR Contract may be used by state and local government, public education, other public entities in Texas, as well as public entities outside the state. Click to find out more.

BOSS Solutions is excited to announce that we have again in 2018 been named in the Top 20 Most User-Friendly Help Desk systems by Capterra, an affiliate of Gartner. The report provides a look at the most user-friendly help desk systems based on their usability, customer services provided, and customer reviews View Report The BOSS Solution Suite consists of BOSSDesk which provides IT Service Management on the Cloud and BOSS Support Central which provides IT Service Management On-Premise. Founded in 1991, BOSS Solutions provides brilliantly simple software solutions to meet the needs of customers in IT Service Management (ITSM). The company has built a committed customer base through incorporating ITIL best practices in automating the service management process, combined with a unique commitment to customer support. For more information call +1 678.684.1200.

Lexington County School District One Utilizes BOSSDesk to Extend Service Delivery. Lexington County School District One is among the fastest–growing school districts in South Carolina, ranking sixth in total enrollment, with more than 26,800 students from Pre-Kindergarten to Grade 12 and more than 4,500 staff in 30 schools. The school district is one of the Lexington County’s major employers. The school district was looking for a ticketing system that would be able to support their growing infrastructure needs. They needed to replace a legacy home grown Help Desk System that was no longer supportable with a robust system with a simple and easy to use interface. It needed to be intuitive, scalable as well as support other department needs within the school system. The school district replaced their legacy system with BOSSDesk and used the system both to support standard IT Service requests and to support other departments such as food services and maintenance that were previously not handled by IT. The new Service Catalog supports their various service categories and handles over 30,000 service requests. The solution was deployed very quickly and has been regarded as a great success. “Teachers and students found BOSSDesk to be very simple and easy to use which resulted in a very successful implementation.” Ben Sellers, Senior Systems Analyst, Lexington County School District One View the webinar recording of the implementation to learn how to take ITSM Beyond IT: Tips for a Successful Implementation Ben Sellers, Senior Systems Analyst at Lexington County School District One, the person who spearheaded the implementation had some very useful tips on how to win user adoption and also get the buy-in from other departments. Here are some of his suggestions: Keep it Simple, especially on the “front end” if you want users to adopt the system. Spend time on Routing Rule Configuration - understand where your tickets are going to so that you don’t end up with large number of unassigned tickets. Other groups outside IT may not use the system the way as IT – adapt the system to address their needs and issues. Spend time on Knowledge Base - The more self-service you can provide agents and end users, the better. Do the legwork on service catalog setup. Use the watcher feature on important requests - allows managers to stay in the loop on important ticket requests. Encourage Use. At meetings, make presentations on how easy it is to submit tickets. Place links to Portal in email signatures. Communicate through the ticket, not through email so that users will acclimate to responding through the system. Data can be imported from legacy system for historical reporting. Learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise.

BOSS Solutions offers an easy and affordable damage prevention solution BOSS811 that helps you stay compliant and avoid hefty fines. Municipal Authority of Westmoreland County adapted BOSS811, a Cloud based One Call Ticket Management Solution for the Damage Prevention Industry to improve efficiency and stay compliant. The Municipal Authority of Westmoreland County (MAWC) is the largest public water provider in the State of Pennsylvania, with 2400 miles of water lines, 500 miles of wastewater lines, 3 Water Treatment Plants and 10 Wastewater Treatment Plants. The legacy 811 Ticket Management System used by MAWC could only be installed on the locator laptops, had no routing rules or automation and therefore provided a very limited role in their critical operations. MAWC wanted a ticket management solution that would improve efficiency and ensure compliance with the regulations of the Pennsylvania Utility Commission who were imposing fines on utility owners for noncompliance. MAWC did a thorough search and selected BOSS811 as their replacement Ticket Management Solution. The BOSS811 implementation was very successful with over 9000 tickets closed in the first 6 months of operation. BOSS811 dramatically improved and simplified workflows through automation and event logs, eliminated bottlenecks and allowed for retraining. BOSS was able to import data and attachments from the legacy 811 system making it part of the BOSS811 searchable repository that is instantly viewable by management. “BOSS811 has set the bar that other software is compared to." Anthony Pologruto - GIS Analyst, Municipal Authority of Westmoreland County, PA View the BOSS811 webinar with Anthony and learn how MAWC improved efficiency and avoided fines: Major BOSS811 Features & Capabilities used by MAWC: Ability to load map services directly from the GIS Server which eliminates the need for paper maps and the “dig box” can be accurately located on the screen. Powerful Routing Engine with the ability to assign tickets based on ticket info or type, tag tickets, send desktop notifications, and assign based on dates and times. The ability to Auto Close tickets. Customized dashboard for each user with pre-defined or custom Widgets Charting and reporting provide management with the capability to monitor workloads and performance. Ticket management with both list and map views provides for easy assignment, sorting and response. Advanced search with a very granular capability and the ability to export to CSV spreadsheets. The ability to add attachments to tickets including photos and videos that can be geo-tagged to show where they were taken. Ease of configuration due to intuitive design of Settings screen. Email notifications based on routing rules. The ability to easily create users and set roles and permissions. Mobile App for both iOS and Android with offline support in areas with no cell signal. Sketching tools that provide the ability to add notation and comments to the uploaded photos. Visit www.boss-solutions.com to learn more about BOSS811.

BOSS Solutions is pleased to announce that we are named as a 2018 FrontRunner for Help Desk Software by Software Advice, a Gartner Company. The BOSS Solutions Suite includes both BOSSDesk an ITIL Service Desk on the Cloud and BOSS Support Central which takes On-Premise IT Service Management to the Next Level. The content for the FrontRunners quadrant is derived from actual end-user reviews and ratings as well as vendor-supplied and publicly available product and company information that gets applied against a documented methodology; the results neither represent the views of nor constitute an endorsement by, Gartner or any of its affiliates. Click to view report.

BOSS Solutions now offers TeamViewer®, integration for its ITSM suite. TeamViewer remote control functionality is now integrated into BOSSDesk Cloud-based IT Service Management and BOSS Support Central for On-Premise IT Service Management. BOSSDesk and BOSS Support Central administrators can now accurately and quickly troubleshoot IT issues and remotely support end users. This integration will empower admins to troubleshoot issues quickly, increase first call resolution, reduce ticket volume, and overall support end users more efficiently. This is an integration that seamlessly enhances an already strong set of ITSM capabilities provided by BOSSDesk and BOSS Support Central. The addition of TeamViewer's remote control functionality results in several new capabilities such as: The ability to create and join a support session directly from a service record Remotely perform file transfers, view system information and monitor hardware performance including CPU utilization, RAM usage, and device storage information. View and manage TeamViewer session reports There are several ways customers can benefit from this integration. With TeamViewer integration, BOSS Solutions customers can easily create service cases and provide remote support right from within their familiar IT service records console. They can trouble shoot issues quickly and efficiently. Remote control helps increase the efficiency of service desks and can significantly improve customer satisfaction. One of the first BOSS customers to benefit from this integration was The City of Delray Beach in Florida. The City has a large, dispersed and diverse IT infrastructure that has to perform 24/7 to support 70000 residents. The City is already reaping the benefits of the integration as they can now resolve issues quickly. This has resulted in increased productivity and end user satisfaction. To learn more about the integration click here.

BOSS Solutions is excited to announce that we have been named in the Top 20 Most User-Friendly Help Desk systems by Capterra, an affiliate of Gartner. The report provides a look at the most user-friendly help desk systems based on their usability, customer services provided, and customer reviews. Founded in 1991, BOSS Solutions provides brilliantly simple software solutions to meet the needs of customers in IT Service Management (ITSM). The company has built a committed customer base through incorporating ITIL best practices in automating the service management process, combined with a unique commitment to customer support. The company’s major products are BOSSDesk which provides IT Service Management in the cloud and on-premise, and BOSS811 which is a one call ticket management software for the damage prevention industry. View report here. For more information call +1 678.684.1200.

The City of Boca Raton is the southernmost city in Palm Beach County, Florida. With an estimated population of 98,150, it is one of the wealthiest communities in South Florida. There are more than 2,000 full-time and part-time employees that provide various services through seven departments. The City was looking to replace its ticketing system to make Employee Onboarding and other processes for handling service requests across all departments highly efficient. The on-boarding process consisted of numerous steps requiring the creation of multiple tickets per new employee and technicians would have to create tickets for other IT staff members to perform their tasks. Many processes were manual and needed to be automated. The City of Boca Raton replaced its ageing ticketing and asset management solution with BOSSDesk Service Management on the Cloud to get a better handle on their assets and also to improve their service delivery. They automated their complex employee Onboarding with workflows and approvals using the BOSSDesk Service Catalog. They also used the Service Catalog for handling service requests for all other departments. Click below to view a webinar recording of the City of Boca Raton implementation: The implementation process started with a detailed analysis of the current On Boarding processes to understand what applications were used, who installed, supported, created user accounts and assigned permissions to these applications. The role of Human Resources and the Hiring Manager was clearly defined as well as the permissions required for requesting hardware and software for new employees. Service requests would be generated by both HR and the hiring manager and some manual steps would need to be automated to improve efficiency. “End users were initially nervous about the change. Once they attended the BOSSDesk training they started using it the same day as it was very easy to use" says Frank Santiago - IT Operations Manager, City of Boca Raton He shares some of the crucial details of the implementation and what was involved in getting it up and running: "I developed a list of the applications we supported, and the different locations we supported. Then I developed a list of who installed, supported, and created accounts/permissions for those applications. Once that process was complete, I began creating the Teams. During this process, it was quite clear that the most complex process was the On Boarding process. This process involved many people, in and outside of IT. The one important element I needed to consider when creating these tasks was the order in which the tasks were created. I wanted to be able to allow the technicians to “at a glance” see if the prerequisite tasks had been completed. Therefore, you need to be cognizant of the order of your routing rules. I limited visibility of the New Employee Request form to the HR Division to prevent others from being able to make requests for new employees. For other departments like the Police, the requirements are different, so I created a New Employee Request form for Police. However, I did incorporate the software portion on that Service Catalog Item as the requester from Police Services would know what software the new employee would require. Again, I limited visibility of this Service Catalog Item to Police by the use of Active Directory Groups" The BOSSDesk Service Catalog combined with the automation provided by the routing engine helped address the many issues that were identified in the analysis phase: Creating multiple tasks per ticket. Assigning tasks to teams rather than individuals. Notify non-technicians of tasks they need to perform. Being able to visually see what tasks were needed all in one place. Logical ordering of tasks. In addition to Employee Onboarding the City also implemented the Service Catalog for handling several common requests for all departments including the Police and Fire Departments. The implementation was extremely well received by the City employees and significantly improved service delivery. A webinar recording of the implementation can be accessed at www.bosssolutions.com/resources.