Blog

Are you in the market for ITSM service desk software? Selecting the right ITSM service desk software can be confusing and especially for first-time buyers.

Deciding on software can also be overwhelming when you have to reevaluate whether to upgrade your current ITSM service desk software or buy a new product. Here are five basic buying factors to consider when choosing ITSM service desk software, along with what we have to offer.

WHAT IS ITSM SERVICE DESK SOFTWARE?

Most likely, you’ve heard of ITSM service management but may not understand what it means. Put simply, IT service management (ITSM) refers to the way that IT teams do the end-to-end delivery of their IT (intelligence technology) services to customers. This entails every activity and procedure for designing, creating, delivering and supporting IT services.

HOW A SERVICE DESK DIFFERS FROM A HELP DESK

Although the terms “service desk” and “help desk” are often used interchangeably, they’re not the same thing. While a help desk is designed for providing help and solutions, a service desk, just as its name implies, provides service.

1. UPGRADE OR REPLACE

If you already have ITSM service desk software, ask yourself if you should upgrade or totally replace it. When finding the right answer to this question, consider if your current software fits your purpose and if it’s able to adjust to any future requirements. Another factor to think about is if your current vendor charges for upgrades, along with the costs linked with upgrades. Keep in mind that the cost of upgrades for many vendors can cost more than outright replacing the product.

2. AMOUNT OF EFFORT NEEDED TO USE THE SOFTWARE

Another significant factor to consider is user-friendliness or how much effort is required for implementing the software. Determine how fast you can get the new service desk software operating, besides notice a good ROI or return on your investment.

Ask about any potential problems that could get in the way of having your software going live, along with what you need to do to prevent this from occurring. Having a vendor who’s dedicated to working with you is just as critical as choosing the right software.

3. FLEXIBILITY AND CUSTOMIZATION

Assess the flexibility of a product. Unfortunately, some service desk tools are extremely inflexible. On the other hand, other service desk tools are very flexible. In fact, there are some tools you can easily customize without even having to write a code.

4. CUSTOMER REVIEWS

Do research and study reviews on how a vendor treats their customers. Since the relationship you’re about to enter with a vendor can be a long-term one, it’s essential that they have a reputation for giving their customers quality service. Be sure a vendor is easy to work with and has positive reviews from people who are outside a sales organization. What’s more, see if they’re transparent when it comes to giving out information.

5. PRICE

Of course, if you’re like most people, you want to know find out the cost of a product before going any further. It’s important to know your budget, besides understand that there’s a range in price, regarding ITSM solutions.

OTHER CONSIDERATIONS AND WARNINGS

• Be sure you understand the licensing model because different vendors have different licensing methods.
• The two most common licensing models that you’ll probably see include concurrent licensing and named licensing. While concurrent licensing lets unauthorized people access the software, named licensing only permits specific individuals to use it.
• Consider your requirements. You don’t want to have overlooked a requirement after your new ITSM service desk software has already been implemented.
• Involve your team when making a decision. Ask everyone on your staff who’ll be using the software to list all the functions that your new tools must be able to do.

 Questions? To learn more about our wide range of ITSM service desk software and our other high-quality products, contact us and receive a 30-day free trial.