Vendor Landscape: Enterprise Service Desk Software

Move past tickets to proactive, integrated service.

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Vendor

Viability

Strategy

Reach

Channel

Total

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Product

Features

Usability

Affordability

Architecture

Total

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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.

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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.

View Storyboard

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.

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.

Guided Implementations

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.

After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.

Client

Experience

Impact

$ Saved

Days Saved

Testimonial

New Balance Athletics, Inc.

Guided Implementation

9/10

N/A

This call was very helpful since we are at the beginning stages of finding a tool that will meet the needs of the Infrastructure and Applications teams.

Delta Dental Plan Of Colorado

Guided Implementation

10/10

$6,366

It's difficult to say what the worst parts were. Everything went super smooth. He was extremely knowledgeable in the field and was able to answer every single question I had and even provided additional resources/information/help as it relates to this project. I am very satisfied, and happy that I reached out!

Oregon Department of Administrative Services

Guided Implementation

10/10

$14,643

Hudson River Healthcare

Guided Implementation

10/10

$35,017

120

There are no worst parts of the info-tech experience. And for this alone, Michel is amazing. I would not be making the progress I am now without his guidance.

Pembina Pipeline Corporation

Guided Implementation

8/10

$42,500

the analyst was well informed about the space. Deeper details on the product would have been nice.

Pearl River Resort

Guided Implementation

9/10

$38,200

The meeting was great very helpful and to the point no wasted time!

Kaleida Health

Guided Implementation

10/10

N/A

University of Exeter

Guided Implementation

10/10

$43,501

Central Arizona Project

Guided Implementation

10/10

N/A

TB Consulting

Guided Implementation

10/10

N/A

Matanuska-Susitna Borough School District

Guided Implementation

10/10

$29,923

Crown Media

Guided Implementation

6/10

N/A

Knight Frank LLP

Guided Implementation

6/10

N/A

The experience was entirely positive and for me, there wasn't a worst aspect. The session re-affirmed some current thoughts and perceptions but added value with regard to previous experience and insights the consultant was able to provide. Provided a useful source of impartial information which was helpful to the toolset project stage.

Dignity Health

Guided Implementation

6/10

N/A

I appreciated Michel's input and feedback to the ITM platform analysis I am undergoing.

Enel X

Guided Implementation

8/10

$95,501

Excellent conversation - great job !!

SUNY New Paltz

Guided Implementation

6/10

N/A

Ability of the analyst to understand my issues; knowledge of the analyst

Torrance Memorial Medical Center

Guided Implementation

10/10

N/A

The information that was provided was very valuable and provides us with a list of applications for us to start reviewing for a replacement of our existing Service Management system.