Vendor Landscape: Mid-Market Service Desk Software

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Service desk managers have recognized the need to integrate more applications and systems with workflows for end-to-end process efficiencies and information sharing.
The business is requesting better self-serve features than just ticket creation and status updates, moving to a service catalog and knowledgebase for those users who are interested in solving their own issues.
Service desk professionals are attempting to balance tool customization capabilities with ease of use.

Our Advice

Critical Insight

At a high level, the mid-market service desk solutions offer the same functionality. Look at a granular level to ensure best fit, focusing on your organization’s specific needs.
Don’t be distracted by flashy features you won’t use. Before selecting a tool, ensure that business requirements are clearly defined and choose a tool that will support your unique user base and organizational needs.
Ensure your tool can grow with you to support future ITSM processes or extend to other business departments if that’s in your roadmap.

Impact and Result

Understand what’s new in the mid-market service desk space.
Evaluate service desk vendors and products for your mid-market needs using Info-Tech’s Mid-Market Service Desk Vendor Landscape.
Determine which products are most appropriate for your particular use case and scenario.

Vendor Landscape: Mid-Market Service Desk Software Research & Tools

1. Understand the mid-market service desk market space

Understand the market and available options and features.

2. Review mid-market service desk solutions

Build a shortlist of best-fit service desk tools for the mid-market.

3. Issue an RFP to the shortlist of vendors

Solicit responses from shortlisted vendors to find optimal enterprise fit.

4. Review RFP winners

Ensure that selected proponents can deliver when it counts.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.

Client

Experience

Impact

$ Saved

Days Saved

Testimonial

Libro Credit Union

Guided Implementation

9/10

$10,000

Kinze Manufacturing

Guided Implementation

9/10

N/A

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Table of Contents

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 3 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Shortlist Assistance and Requirements

Call 1: Get off to a productive start: Discuss the market space and how vendors are evaluated. Decide which platform suits you best and narrow down the options based on customized requirements.

Guided Implementation 2: RFP and Budget Review

Call 1: Interpret and act on RFP results: Review vendors’ RFPs and ensure the solution will meet your needs. Discuss average pricing of solutions and what can fit into your budget.