Vendor Landscape: Enterprise Service Desk Software
Transform your ticketing to a full Service Management experience.
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Last Revised: June 24, 2013
View Vendor Shortlist
What is a shortlist?
A shortlist is a personalized list of vendors based on the criteria you define. Your shortlist offers more information about vendor's strengths, weaknesses, price-points, etc, and ranks them according to your needs.
What is a Value Score?
The Value Score indexes each vendor’s product offering and business strength relative to their price point. It does not indicate vendor ranking.
Vendors that score high offer more bang for the buck (e.g. features, usability, stability, etc.) than the average vendor, while the inverse is true for those that score lower.
Price-conscious enterprises may wish to give the Value Score more consideration than those who are more focused on specific vendor/product attributes.
- The enterprise Service Desk tool landscape provides powerful functionality and advanced features suitable for large, complex IT environments.
- To select the most suitable vendor for their needs, organizations must determine if their use case includes self-service portals, custom reporting, or ITIL Pink Verification.
- Rapidly evolving technology, staff turnover, and the user’s appetite for self-service are driving the need to systemically retain, manage, and distribute knowledge.
- Knowledge management has become a Table Stakes capability and should no longer be used to differentiate solutions. Instead focus on self-serve portals and end-user survey functionality to get the best fit for your requirements.
- Increasing demand in ticket volume has led to a higher need for IT Service Desk automation and capability. This trend has pushed organizations to seek integrated Remote Desktop, Asset Discovery, and workflow tools, as well as advanced custom reporting and Survey Engine functionality.
Impact and Result
- Understand what’s new in the Enterprise Service Desk market.
- Evaluate Service Desk vendors and products for your enterprise needs using Info-Tech’s Enterprise Service Desk Vendor Landscape.
- Determine which products are most appropriate for your particular use case and scenario.
Get to Action
Understand the enterprise service desk market space
Select an appropriate Service Desk Vendor.