Vendor Landscape: Enterprise Service Desk Software

Move past tickets to proactive, integrated service.


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What matters more, the vendor score or the product score? As you weigh the importance, we will generate the vendor shortlist to match your needs.

View Vendor Shortlist

What is a shortlist?

A shortlist is a personalized list of vendors based on the criteria you define. Your shortlist offers more information about vendor's strengths, weaknesses, price-points, etc, and ranks them according to your needs.

Access this Vendor Shortlist by logging in with your Info-Tech Research Group membership or unlocking this content.


What is a Value Score?

The Value Score indexes each vendor’s product offering and business strength relative to their price point. It does not indicate vendor ranking.

Vendors that score high offer more bang for the buck (e.g. features, usability, stability, etc.) than the average vendor, while the inverse is true for those that score lower.

Price-conscious enterprises may wish to give the Value Score more consideration than those who are more focused on specific vendor/product attributes.

Your Challenge

  • 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 self-solving their issues. 
  • Service desk professionals are attempting to balance tool customization capabilities with ease of use.

Our Advice

Critical Insight

  • There is not much functional difference between enterprise-class service desk solutions. Focus on the fit with your service desk requirements.
  • Leverage integrated modules but do not sacrifice working solutions for new solutions. Evaluate the APIs that enable two-way communications between solutions.
  • Look closely at configuration and customization options, with an eye to matching skills required to skills available. Ensure customization will not hinder product upgrades and ability to create reports.

Impact and Result

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

Get the Complete Storyboard

See how all the steps you need to take come together, with tools and advice to help with each task on your list.

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Get to Action

  1. Understand the enterprise service desk market space

    Select an appropriate service desk vendor.

  2. Review enterprise service desk solutions

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

  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.

Guided implementation icon Guided Implementation

This guided implementation is a three call advisory process.

    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.

  • Guided Implementation #3 - Negotiation and Contract Review

  • Call #1: Purchase optimization: Review contracts and discuss best practices in negotiation tactics to get the best price for your solution.

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Search Code: 55674
Published: July 17, 2012
Last Revised: June 15, 2015

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