Don’t tempt fate by investing in help desk software without first properly researching available solutions. The results could be disastrous.

Today’s economy is not as forgiving as it once was, enterprises need to make the right decision the first time. Committing to the wrong help desk software, customer support software or any other kind of software for that matter can spell doom for your business.

Needless to say avoiding such a catastrophe can save your business time and money better spent elsewhere. We can help you make the right decision, the first time.

In a recent study, Info-Tech Research Group makes key insights in the area of service desk solutions. It suggests that prospective help desk software buyers consider the following before purchasing:

  • Latest developments in help and service desk technology include the necessity of end-user self-service. Self-service functionality is now considered a basic feature and not an afterthought.
  • Self-serve help desks are expanding and their users are becoming more technologically minded. As such they are becoming more interested in doing their own troubleshooting.
  • Help desk strategies are being guided by trends including:
    Cloud services
    Social collaboration
    Business intelligence
    Consumerization
  • Enterprise service desk and help desk solutions, should be able to adapt to your business. Enterprises should not adopt a monolithic “solution” that is not customizable.
  • Help desk resources can be structured to minimize costs. With the current economic climate, buyers should focus on achieving maximum value while still providing a quality level of service.
  • Currently, the market is geared towards all-in-one solutions.
  • Many organizations have formalized IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) practices.
  • Software as a service (SaaS) continues to grow, and problems with user configuration will decline.

    • Conclusion

    There’s a lot here to digest, from the ever-increasing expectations of robust self-service, to the ever-present need to economize in terms of cost; businesses need to be smart consumers. We will further explore critical trends in service desk solutions with the next blog post. In the meantime, hold on tight to your wallet.