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Vendor Landscape: Mid-Market 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 solving their own issues.
  • Service desk professionals are attempting to balance tool customization capabilities with ease of use.

Our Advice

Critical Insight

  • At a high level, the mid-market service desk solutions offer the same functionality. Look at a granular level 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 organizational needs.
  • Ensure your tool can grow with you to support future ITSM processes or extend to other business departments if that’s in your roadmap.

Impact and Result

  • Understand what’s new in the mid-market service desk space.
  • Evaluate service desk vendors and products for your mid-market needs using Info-Tech’s Mid-Market Service Desk Vendor Landscape.
  • Determine which products are most appropriate for your particular use case and scenario.

Vendor Landscape: Mid-Market Service Desk Software Research & Tools

1. Understand the mid-market service desk market space

Understand the market and available options and features.

2. Review mid-market service desk solutions

Build a shortlist of best-fit service desk tools for the mid-market.

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.


Member Testimonials

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

Libro Credit Union

Guided Implementation

9/10

$10,000

10

Kinze Manufacturing

Guided Implementation

9/10

N/A

N/A

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.

Need Extra Help?
Speak With An Analyst

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.

Authors

Sandi Conrad

Jordan Detmers

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