A Framework for Choosing the Right Help Desk Tool

Author(s): Fen Yik

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The help desk is often the central hub through which all IT support must flow. Choosing a software solution to manage the help desk can appear to be a daunting task. This research note walks the reader through the critical steps of the decision-making process by covering the following:

  • Key selection criteria from a process and functionality perspective.
  • A feature taxonomy to facilitate side-by-side comparison of feature sets.
  • An action plan for arriving at an informed, balanced software selection decision.

Help desk software directly impacts the workflow of the IT support team, and consequently affects the productivity of end users throughout the enterprise.

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