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Select a New Help Desk Software Solution
Info-Tech Research Group, March 2009
When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.
Your Challenge
- Getting started with a help desk that incorporates sophisticated service management processes.
- This solution set will help you identify key criteria, provide vendor groups to select from, as well as selection tools and templates.
Our Advice
Critical Insight
- Allowing vendors to lead demonstrations or influence selection criteria can lead to poor choices.
- Free help desk software is good and should be used to eliminate home-grown solutions.
- Over or under buying help desk features will diminish benefits and make implementation more difficult.
- Best of breed is dead. Several clients reported that, due to integration issues, best of breed implementations were impeding good service delivery.
Impact and Result
- Avoided over buying or over spending on a help desk solution.
- Satisfied enterprise service management software needs in facilities, human resources and finance.
- Leveraged existing customer resource management (CRM) systems for service management.
Get to Action
1. Identify potential help desk software solutions and functionality needs.
Determine what help desk solutions and features are critical for your enterprise.
- Storyboard: Select a Help Desk Solution
2. Compare help desk software solutions.
Identify a short list of help desk software solutions for your enterprise.
- Help Desk Vendor Landscape: Powerful Solutions on the Cheap
- Mid-Market Help Desk Vendor Landscape: CRM & SaaS Break Out
- Mid-Market Help Desk Vendor Landscape: Pink Elephants & Suites Abound
3. Finalize a help desk software selection.
Move forward with setup and implementation.
- The Complete Guide to Help Desk Software RFPs
- Help Desk Software Evaluation and RFP Scoring Tool
- Help Desk Software: TCO Comparison Tool
- Help Desk Software Demonstration Script and Scoring Tool
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