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.

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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.

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Infographic

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.

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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

Understand the enterprise service desk market space

Select an appropriate service desk vendor.
- Enterprise Service Desk Software Vendor Landscape Storyboard
Review enterprise service desk solutions

Build a shortlist of best-fit service desk tools for the enterprise.
- Enterprise Service Desk Vendor Shortlist & Detailed Feature Analysis Tool
Issue an RFP to the shortlist of vendors

Solicit responses from shortlisted vendors to find optimal enterprise fit.
- Service Desk RFP Template
Review RFP winners

Ensure that selected proponents can deliver when it counts.
- Service Desk Vendor Demo Script

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.