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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:
There is not much functional difference between enterprise-class service desk solutions. Focus on the fit with your service desk requirements.
Leverage integrated modules but do not sacrifice working solutions for new solutions. Evaluate the APIs that enable two-way communications between solutions.
Look closely at configuration and customization options, with an eye to matching skills required to skills available.
Ensure customization will not hinder product upgrades and ability to create reports.
Our Advice - 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.