Service Desk Comparison: A Checklist of Features You Need

Since ITIL was first established in the late 1980s, when the concept of a service desk was also established, features offered within service desk software have been evolving. Methods of deployment, levels of integration and key features like change management and incident management have taken shape and allowed companies to grow, track, and take control over their processes. A service desk comparison should reveal all of these features in the vendor you are considering.

The Importance of Change Management in a Service Desk Comparison

ITIL standard features such as change management are important. Change management allows users to initiate change requests, gain approval for changes from the change advisory board, coordinate change implementations, and control and manage changes with a modicum of risk. In a service desk comparison regarding change management, the software should allow you to initiate change from not just one, but multiple problems. Change management features should include impact analysis, how the plan should be deployed, and how the system can be restored should you choose to go that route. You should also be able to implement minor to major changes seamlessly while following the processes of the software.

Service Desk Comparison: Incident Management Can Reduce Your Downtime

Incident management is another particularly important, but standard, ITIL feature you should consider as you make your service desk comparison. When the system acts abnormally, incident management processes can bring you back on track. As you make your service desk comparison, look for incident management features that allow you to identify incidents, either through a dashboard or other method. Being able to classify an event allows you to understand the root of the problem. This feature also gives you the tools to automatically dispatch the incidents to the appropriate technician, prioritize the incident, and diagnose the problem. With those under control, your staff can make resolutions and bring closure to the problem in an efficient manner that keeps your downtime to a minimum.

Consider the Level of Integration in a Service Desk Comparison

Compatibility with the software you currently run on your system is a big advantage and a cost-saver when it comes to choosing the right service desk vendor. Many vendors integrate with other company’s tools to give you more bang for your buck. As you make your service desk comparison, look at how seamless the integration will be and what integrations are offered out of the box. Whether that includes pushing tickets, sending out announcements, maintaining history of service desk incidents, or integrations with chat room tools, a service desk comparison of software integration tools should give a significant boost to the vendor’s product.

Look at the Deployment Models in Your Service Desk Comparison

Which option fits best for you? If you have a limited IT staff, a hosted model of deployment might be your best fit. If you require more advanced configuration and have the IT resources and the upfront budget, then an on-premise solution might be your best bet. In some cases, there is a hybrid choice–a combination of in-house hardware and software and SaaS deployment–that could be a good fit for your organization.