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Vendor Landscape: Enterprise Service Desk Software

Move past tickets to proactive, integrated service.

  • 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

  • At a high level, the enterprise class service desk solutions offer the same functionality. Look more granularly 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 organization needs.
  • Ensure your tool can grow with you to support future ITSM processes or extension to other business departments if that’s on your roadmap.

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.

Vendor Landscape: Enterprise Service Desk Software

1. Understand the enterprise service desk market space

Understand the market and available options and features.

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.


About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

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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.

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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