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.
- 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.
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