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Vendor Landscape: Enterprise Service Desk Software
A good tool starts with a strong process foundation: you need both.
Last Revised: July 17, 2012
More Details
Your Challenge
- Organizations are bombarded with options for Service Desk software and Marketing jargon complicates the selection process.
- Vendors market their solutions as innovative and different, but in reality, there are few distinguishing factors between options.
- Organizations are tempted by mass feature capability, but over-complicate by taking on too many features without first developing clear processes and standards.
Our Advice
Critical Insight- Rapidly evolving technology, staff turnover, and the user’s appetite for self-service are driving the need to systemically retain, manage, and distribute knowledge.
- Service Desk vendors have invested in the underlying architecture to improve multi-browser support, mobile access, configurability, and integration with third-party solutions.
- Knowledge management and SLA automation have become Table Stakes capabilities and should no longer be used to differentiate solutions. Instead, focus on custom reporting, as well as integrated Asset Discovery and Remote Desktop tools 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.
- 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
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Evaluate Service Desk solution options
Select an appropriate Service Desk Vendor
Related Solution Sets
Manage Help Desk Staffing
Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
Ensure Service Delivery with Systems Management
Dump the bottom-up approach to systems management, and manage services for success.
Related Content
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Solution Road Map
Other Solution Sets in Help/Service Desk (ITIL/ITSM)
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Vendor Landscape: Mid-Market Service Desk SoftwareAll-in-one functionality can be great, but don’t overcomplicate just because you can.
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Vendor Landscape: Enterprise Service Desk SoftwareA good tool starts with a strong process foundation: you need both.
-
Manage Help Desk StaffingIdentify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
-
Ensure Service Delivery with Systems ManagementDump the bottom-up approach to systems management, and manage services for success.