Vendor Landscape: Mid-Market Service Desk Software

Ensure the productivity of the help desk with the right platform.


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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.


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

  • The mid-market service desk tool landscape provides powerful functionality and advanced features suitable for large, complex IT environments.
  • To select the most suitable vendor for their needs, organizations must determine if their use case includes self-service portals, custom reporting, or ITIL Pink Verification.

Our Advice

Critical Insight

  • As organizations increase their technical solutions to improve business functions, the need to access tools that will do more than just track incidents and service requests is a must.
  • Self-serve and knowledgebase have become Table Stakes capabilities and should no longer be used to differentiate solutions. Instead focus on self-serve portals and end-user survey functionality to get the best fit for your requirements.
  • Focus on self-serve that provides more than just ticket reporting and tools to enable technicians to more efficiently resolve issues.

Impact and Result

  • Understand what’s new in the mid-market service desk market.
  • Evaluate service desk vendors and products for your organizational needs using Info-Tech’s Mid-Market 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

  1. Understand the mid-market service desk market space

    Understand service desk solutions, their capabilities, and cost.

  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.

Guided implementation icon Guided Implementation

This guided implementation is a three call advisory process.

  • Call #1: Shortlist Assistance and Requirements

    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.

  • Call #2: RFP and Budget Review

    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.

  • Call #3: Negotiation and Contract Review

    Purchase optimization: Review contracts and discuss best practices in negotiation tactics to get the best price for your solution.

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Search Code: 55673
Published: July 25, 2012
Last Revised: February 27, 2015

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