OK, granted... the SAAS model, with a capable vendor and good infrastructure backing can actually provision and set up a new instance of their software in a few minutes - seconds even....

But, to say that "We were up and running in 15 minutes!"?

My question is, "What were you actually running?"

My guess is that they were looking at a logon screen on an internet browser with their company name in the URL somewhere.....and that's about it.

A fully functioning and operational helpdesk is still some time away.

In the meantime there is...

1. Business rules / workflow considerations
2. Team meeting to discuss service goals / service level agreements (SLA), escalations etc
3. System configuration for all the codes (priority, severity, urgency, status, resolutions etc)
4. Possible data import from existing systems / legacy systems
5. Individual user customization for personal settings
6. Staff training (for both user and administrator)
7. Client training (to inform them / train them to use the new web portal)
8. Report generation
9. Customizations
10. Integrations with other systems

So, getting a system provisioned in 15 minutes, or even 5 minutes is great....

Just be ready for the real helpdesk stuff once you're logged in.