How small businesses withstand digitalization

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How small businesses withstand digitalization

For SMEs, today's technology landscape is a challenge, in part
because of a lack of manpower. An IT help desk software could help.

Plant in desert

Automation pays off even with small IT budgets

Small and medium-sized enterprises (SMEs) keep the American economy going: 30 million companies in the US are small or medium-sized. They account for over 47 percent of United States employees. And yet small companies face different challenges than large companies due to scarcer resources. An increasingly important topic for SMEs is the growing IT complexity.

Fewer IT resources in SMEs

While large companies have their own IT departments that constantly evaluate the current system landscape and can take their time to select the right solutions, small and medium-sized companies usually have only a few IT experts. Often this area is completely outsourced to an external service provider. The IT budget is also limited in SMEs.

Nevertheless, small and medium-sized enterprises are increasingly required to comply with digital transformation and the trends of virtualization, cloud computing, security standards and artificial intelligence. In addition, they must comply with GDPR guidelines just as large companies do. Otherwise, there are high penalties that can drive small companies to ruin.

In whatever ways are possible, an effective professional IT landscape should be established with less manpower.

Fewer IT resources in SMEs

While large companies have their own IT departments that constantly evaluate the current system landscape and can take their time to select the right solutions, small and medium-sized companies usually have only a few IT experts. Often this area is completely outsourced to an external service provider. The IT budget is also limited in SMEs.

Nevertheless, small and medium-sized enterprises are increasingly required to comply with digital transformation and the trends of virtualization, cloud computing, security standards and artificial intelligence. In addition, they must comply with GDPR guidelines just as large companies do. Otherwise, there are high penalties that can drive small companies to ruin.

Automated systems ensure effective and professional IT

It is therefore essential for SMEs to structure their IT processes efficiently and in a budget-friendly way. According to the motto “Work smarter, not harder,” ITIL-compliant systems should be a matter of course in order to save time and money. In addition, automated systems, security precautions and IT documentation should also be part of the A&O of IT standards. In whatever ways are possible, an effective professional IT landscape should be established with less manpower.

An example: According to ComputerWeek, employees call the IT helpdesk weekly. So what happens if an IT employee is not available because he has to solve a major problem? How can IT agents correctly identify priorities? How can they always keep an eye on which hardware is being used by whom? A failure, a misstep can have major consequences.
This is why IT helpdesk software, such as OTRS, ensures greater ITSM efficiency: The ticket system automatically provides all relevant employee, service and infrastructure information and assigns inquiries to the right agent, if configured accordingly. Sensibly automated processes ensure fast solutions – and the best results. After all, speed in service management can make all the difference for small businesses.

OTRS has been named a FrontRunner for SMEs

But not every helpdesk solution can automatically adapt to the needs of small businesses. That’s why we’re proud to have been recognized by Software Advice as a FrontRunner for IT Help Desk software. FrontRunners is specifically designed to help small businesses find the right software for their needs.

The FrontRunner Report evaluates verified end-user ratings and product data and positions the best products based on usability and user recommendations for small businesses. OTRS scored 4.5 out of 5 in both categories. The FrontRunner Report overview for IT helpdesk software is available at https://www.softwareadvice.com/help-desk/#top-products .

To learn more about using OTRS as your IT help desk software, click here.

 

 

Disclaimer Text:
*FrontRunners is a 100% data-driven assessment, positioning the top scoring products based on usability and user recommendations for small businesses, published on Software Advice. Scores are largely based on end-user reviews of your software across the three Gartner Digital Markets sites (Software Advice, Capterra  and GetApp). Promotional assets are free and available for use as outlined in the FrontRunners External Usage Guidelines.