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This content is retired but we have related up-to-date content below.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.
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- 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.
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
New Balance Athletics, Inc.
Guided Implementation
9/10
N/A
N/A
Delta Dental Plan Of Colorado
Guided Implementation
10/10
$6,366
3
Oregon Department of Administrative Services
Guided Implementation
10/10
$14,643
20
Hudson River Healthcare
Guided Implementation
10/10
$35,017
120
Pembina Pipeline Corporation
Guided Implementation
8/10
$42,500
26
Pearl River Resort
Guided Implementation
9/10
$38,200
55
Kaleida Health
Guided Implementation
10/10
N/A
N/A
University of Exeter
Guided Implementation
10/10
$43,501
32
Central Arizona Project
Guided Implementation
10/10
N/A
5
TB Consulting
Guided Implementation
10/10
N/A
N/A
Matanuska-Susitna Borough School District
Guided Implementation
10/10
$29,923
50
Crown Media
Guided Implementation
6/10
N/A
5
Knight Frank LLP
Guided Implementation
6/10
N/A
2
Dignity Health
Guided Implementation
6/10
N/A
N/A
Enel X
Guided Implementation
8/10
$95,501
2
SUNY New Paltz
Guided Implementation
6/10
N/A
N/A
Torrance Memorial Medical Center
Guided Implementation
10/10
N/A
2