Selecting a software package to manage IT's help desk support involves much more than simply picking one that looks good. The help desk is often the central hub through which all IT-related support must flow.
This research note examines the critical elements that go into develop a Request for Proposal (RFP) for a help desk solution. Coverage includes:
- A detailed review of the key help desk solution selection criteria.
- An in-depth help desk solution feature taxonomy.
- Recommendations for putting together an RFP development team.
Perhaps more than any other operationally-focused application, help desk software can strongly influence workflow throughout the support organization. A well-chosen help desk management application can accelerate resolution efforts, streamline the escalation path, and help identify process improvement opportunities.
