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Help desk software solutions continue to evolve into complete systems for IT service management. IT leaders must wade through an abundance of help desk vendors and features to determine the correct choice for the organization. This research note will aid in the selection process by:

  • Condensing emerging trends in help desk software.
  • Exploring potential solutions for various sized businesses.
  • Developing a set of key criteria for shortlisting vendors.

The increasing sophistication of workflow and business process automation in help desk solutions, as well as the addition of systems and compliance management tools, can allow organizations to tremendously improve business integration and IT effectiveness.

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