Infrastructure Operations icon

Vendor Landscape: Enterprise Service Desk Software

Move past tickets to proactive, integrated service.

Get Instant Access to this Blueprint


You are currently over the vendor limit, please adjust your weightings to equal exactly 100%.


You are currently over the product limit, please adjust your weightings to equal exactly 100%.

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.

View Storyboard

Solution Set Storyboard Thumbnail

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

  • 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.

Research & Tools

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.
Visit our COVID-19 Resource Center and our Cost Management Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019