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Vendor Landscape Plus: Help Desk Software Solutions

When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.

More Details
Selectahelpdesksolution-storyboard
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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.

  2. Compare help desk software solutions.

    Identify a short list of help desk software solutions for your enterprise.

  3. Finalize a help desk software selection.

    Move forward with setup and implementation.

Tags

help desk, service desk, helpdesk, ITSM, IT service management, help desk software, Service desk software

Related Content

  1. Attack Existing Help Desk Growth
  2. Manage Service Desk Effectiveness
  3. Knowledgebase Software Boosts Help Desk Efficiency
  4. Problem Management Reduces Help Desk Burdens
  5. Problem Management Eases Help Desk Burdens

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See how all the steps you need to take come together, with tools and advice to help with each task on your list.

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When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.

Solution Road Map

Other Solution Sets in Help/Service Desk (ITIL/ITSM)
1. Get Started Bringing Order to Help Desk Request Chaos
Delight help desk users while retaining your sanity.
2. Attack Existing Help Desk Growth
Prescriptive help desk solutions, from little aches to big pains, we cure them all.
3. Manage Help Desk Staffing
Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
4. Manage Service Desk Effectiveness
Get past simple metrics and make your service desk deliver better results.
5. Vendor Landscape Plus: Help Desk Software Solutions
When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.
6. Ensure Service Delivery with Systems Management
Dump the bottom-up approach to systems management, and manage services for success.
View the full Solution Road Map