You've requested...

Share this with your colleagues:

10 Things to Consider When Choosing IT Service Desk Software

If a new window did not open, click here to view this asset.

Download this next:

195% ROI from an ITSM upgrade

Modernizing your IT service management (ITSM) and improving IT operations management (ITOM) can deliver great value by eliminating service outages and increasing IT productivity.

But at what cost to you?

Take a look at this cost analysis of an ITSM and ITOM upgrade and see how others have seen ROIs of up to 195%.

These are also closely related to: "10 Things to Consider When Choosing IT Service Desk Software"

  • ITSM: 5 considerations when choosing a virtual support agent

    As AI driven applications such as Alexa and Siri have become ingrained in daily consumer life, businesses are beginning to harness similar AI applications for their customer service needs. These solutions operate at various levels of functionality, ranging from basic chat-bots all the way to intelligent virtual agents, each bringing increasing competitive advantages.

    But how viable are these virtual support agents within your organization?

    In this resource, learn about the top five questions your IT organization should address when considering a virtual support agent to determine if these solutions can be advantageous to your IT services. 

  • Blueprints for successful IT service delivery

    The wheels of progress would turn much more slowly if every time a technology service provider (TSP) began a task that they had never done before, they had to use a trial and error method to determine the most efficient way of performing that task.

    To streamline the process, this extensive, 105-page e-book serves as your go-to resource on the fundamentals of IT service delivery, featuring a blueprint for successfully managing and delivering services to your customers.

    To establish consistent, repeatable service delivery in your organization, download the full e-book here. 

Find more content like what you just read:

  • Finding a phone system for your SMB

    This guide provides 7 steps that will help you find the right phone communications for your SMB.

    Download

  • Deploy unified communications: 5 challenges to consider

    In this white paper explore the challenges to consider when deploying unified communications, as well as benefits of UC, and how to successfully introduce the new technology to employees.

    Download

  • Guide to finding a new phone system for large companies

    This guide provides 7 steps that will help you find the right phone communications for your large business.

    Download

  • CW Buyer's Guide: Desktop virtualisation

    This eight-page buyer's guide looks at desktop virtualisation and identifies some of the options IT directors must consider when planning a virtualisation project.

    Download

  • ISM Essentials Guide on Cloud and Virtualization Security

    Moving applications, development and data to the cloud means a new paradigm of IT and security management. You’ll need clear visibility into how data moves outside your organization, where it’s stored and who has access to it. This essential guide from ISM offers expert advice on security around your organization’s cloud computing efforts.

    Download

  • Why unified service desks are crucial for business success

    Inside this guide, learn more about what makes an ITOM strategy ideal for increased IT and business agility, and find out why a unified service desk experience is essential for modern business success.

    Download

  • A closer look at ITSM and ITIL

    In this expert e-guide explore the various benefits ITSM and ITIL can provide including maximizing ROI and more.

    Download

  • 7 factors shaping modern BI and analytics

    Whether you're working with data in spreadsheets, warehouses, or across disparate data sets, this white paper explores how to improve analytics and access to real-time insights. Uncover the 7 key attributes that are shaping the modern approach to business intelligence.

    Download

  • 7 factors shaping modern BI and analytics

    How are your organization's software tools for data analysis? Understanding data is critical to making the right decisions and staying ahead of the competition. Read this white paper to review the 7 key attributes of the modern approach to business intelligence that will help you quickly see, understand, and share data analytics.

    Download

  • Top 12 enterprise service management vendors head-to-head

    In this Forrester analysis, find out how the top 12 enterprise service management vendors stack up – and which are leading the pack.

    Download

  • How to buy backup and recovery tools

    This 81-page e-book is designed to provide you with valuable insights on overcoming common obstacles when choosing enterprise backup and recovery technology.

    Download

  • IT Handbook: Beyond PC’s: Navigating the New End User Client Landscape

    Access this expert guide to get an in-depth understanding of the various kinds of mobile devices that your environment needs to be able to support. Learn how trends such as consumerization and bring your own device (BYOD) can be utilized to boost productivity, mobility and efficiency.

    Download

  • 10 digital workspace best practices

    Employees now have more leeway in choosing the devices they use and the places they work from than ever before -- which translates to more responsibilities falling squarely on the shoulders of IT. To help embrace these new responsibilities, check out these ten IT best practices designed to empower the business via the digital workspace.

    Download

  • 5 data quality problems in most CMDBs

    Read this white paper to find out how we know that most CMDBs are filled with unclean data, why you need clean data in your CMDB and how to achieve true data governance.

    Download

  • UC newsletter: Performance management tools

    Most enterprises struggle to successfully deploy and deliver advanced UC performance management tools. This Wainhouse Research e-book will summarize research findings on the topic of performance management tools, and includes data from objective UC surveys, briefings and projects.

    Download

  • April Essential Guide to Data Protection

    In this Information Security Essentials Guide, gain expert insight into the increasing focus on data protection and uncover proven strategies for keeping your sensitive data secure. Explore topics including tokenization technology, 4 keys to DLP success, disaster recovery planning, and more.

    Download

  • 7 predictions for RPA in 2019

    Jump into this resource to get a peek at how experts are predicting robotic process automation (RPA)'s 2019 will pan out, including notable market shifts, major technology disruptions, and emerging RPA use cases.

    Download

  • Take a look at this RPA landscape

    Jump into this resource to get a peek at how experts are predicting robotic process automation (RPA)'s 2019 will pan out, including notable market shifts, major technology disruptions, and emerging RPA use cases.

    Download

  • E-Zine: Enterprise CIO Decisions: Running Lean in 2010

    Technology decision makers in the enterprise are under pressure to deliver results on tight budgets while streamlining efficiency, cutting costs, and reducing risk for their organizations. Read this E-Zine from Enterprise CIO Decisions to find out how ITSM, outsourcing and technology are combining to make IT a lean, mean fighting machine in 2010.

    Download

  • What 'unified IT' is supposed to look it

    Learn what a true unified IT platform looks like – rolling traditionally disconnected components like automation, security, networking, service desks, and more into a single streamlined suite of management tools.

    Download

  • Expert Tips: Making ITSM Part of Your IT Strategy

    In this e-guide learn how to protect your organization’s overall value by utilizing ITSM. Discover why it is important that your IT strategy and service desk operations go hand-in-hand, which three ITIL service operations to use to ensure value throughout the service lifecycle, and learn how service desk can prepare to support these activities.

    Download

  • 6 benefits of leveraging unified communications as a service

    Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.

    Download

  • The Total Economic Impact Of Microsoft Office 2010

    In March 2010, Microsoft commissioned Forrester Consulting to examine the total economic impact that enterprises may realize by upgrading from Microsoft Office 2007 to Microsoft Office 2010.

    Download

  • IT in Europe: Taking control of smartphones: Are MDMs up to the task?

    In this Special European edition of Information Security magazine, gain key insight into the increasing risks of mobile devices and the strategies and tools needed to mitigate them. View now to also explore VDI security, cybersecurity threats, IT consumerization deluge, and much more.

    Download

  • Risky behavior: When employees don't like to use approved collaboration tools

    Learn how choosing the right UCC tools for your business can help your business overcome low quality services, difficult application management and high maintenance costs.

    Download

  • Consolidate legacy apps into single platform for huge savings

    Oshkosh Corporation has made 15 acquisitions since 1996. While they've experienced great growth, they've been left trying to consolidate multiple service desks and other disconnected IT tools. Access this case study to find out how Oshkosh was able to consolidate their legacy tools into a single unified IT management platform.

    Download

  • Essential Guide to Threat Management

    Our Expert Essential Guide to Threat Management explores the best ways to defend against modern threats and targeted attacks. Malicious insiders have placed a bull’s eye on your organization’s back, waiting to strike at just the right time.

    Download

  • Different office scenarios and the phones they require

    In this white paper, learn about difference scenarios companies may deal with when selecting phones for employees, and which types of phones are the best choice for each scenario.

    Download

  • Modernizing IP devices: 8 reasons why it's a good idea

    While claims of the "death" of the IP desktop phone are far from reality, devices deployed in the office do need an upgrade eventually. In this Frost & Sullivan research report, find out why modern IP devices continue to be important and how Avaya rises to the occasion by providing a broad array of communications endpoints options.

    Download

  • Bringing System Management to Messaging & Collaboration

    The fast growing interaction between email, collaboration and social media is creating new management pressures. Analysts Bernt Ostergaard and Clive Longbottom offer answers in this paper from Quocirca.

    Download

  • Guide: Migrating from Windows XP to Windows 7

    This Computer Weekly Buyer's Guide gives you the facts and advice you need to migrate your organisation from Windows XP to Windows 7.

    Download

  • Network-Powered BYOD - A Case Study in Simplicity

    BYOD has already found its way into most higher-education environments. This expert white paper provides insight into how campus-based IT departments can use cloud solutions to bring BYOD under control and truly unlock the productivity it promises while keeping the network secure.

    Download

  • IT in Europe: Security in the Cloud

    Although cloud computing offers the ability to be flexible and agile at lower costs, many organisations are still hesitant to adopt because of one concern – security. This SearchSecurity.co.UK E-Zine explores the security challenges of cloud computing and offers expert advice for defending against the latest threats and mitigating risks.

    Download

  • Musings on data centres – volume 2

    Analyst Clive Longbottom discusses the key issues in managing and designing datacentres, in this series of 12 articles.

    Download

  • Potential ROI with Flexera data platforms

    Flexera commissioned Forrester Consulting to conduct a Total Economic Impact study and examine the potential ROI enterprises may achieve by deploying Flexera data platforms. Read this research report to evaluate your own organization's potential ROI with a Flexera deployment.

    Download

  • How APIs increase the value of legacy apps

    Don't spend the time and money completely replacing legacy applications. Put the API economy to work for you. Open this API-enablement whitepaper to learn 9 ways to increase value of legacy apps with APIs.

    Download

  • How to keep remote employees connected and engaged

    Find out how to connect your collaboration tools with a unified strategy centered around a modernized intranet, designed to keep mobile and remote employees in touch with their colleagues wherever their work takes them.

    Download

  • CW Buyer's Guide: IT Tools

    This Computer Weekly buyer’s guide to IT tools shows how you can use software and systems to improve the running of your IT department.

    Download

  • Using cloud-based collaboration tools for business agility

    To keep up in our competitive world, companies are shifting their focus on improving innovation and business agility. The right collaboration tools help makes it easier for an organization to adapt to market changes and evolve their business faster. Learn about using cloud-based collaboration tools to transform your company.

    Download

  • Hybrid cloud best practices for maximum business value

    Inside this white paper, read through a collection of hybrid cloud migration best practices, designed to ensure any moves to a hybrid strategy proceed with security, continuity, and business concerns at the front-of-mind.

    Download

  • Legacy vs. Next-gen ITSM

    This exclusive report examines "next-generation ITSM" and its contributions towards changing IT and business requirements. Download now to compare advances with the risks of staying with legacy ITSM models and evaluate the risks of "doing nothing" and allowing legacy ITSM to persist.

    Download

  • Legacy vs. next-gen ITSM

    This exclusive report examines "next-generation ITSM" and its contributions toward optimizing changing IT and business requirements. Download now to compare advances with the risks of staying with legacy ITSM models and evaluate the risks of "doing nothing" and allowing legacy ITSM to persist.

    Download

  • Microsoft Dynamics 365 for Customer Service: A financial analysis

    The rate of technology advances in customer service applications has made it easier to deliver great customer service. In this Total Economic Impact study from Forrester, examine the potential ROI organizations may realize by deploying Microsoft Dynamics 365 for Customer Service and find out how you can enable better CX with fewer employees.

    Download

  • Presentation: The BBC’s Unified Communications Strategy

    Steve Shepherd, head of IT and business alignment at the BBC, explains how unified communications technology is transforming the BBC.

    Download

  • Frost & Sullivan: Video helps increase UC adoption

    This research report offers best practices for determining the right combination of endpoint devices and peripherals for 4 key worker profiles within most organizations. Discover ways to improve adoption of UC investments.

    Download

  • Why manufacturing organizations should consider a cloud ERP

    With this e-book, discover why manufacturing organizations are turning to cloud ERP software. Explore the benefits of cloud ERPs, learn how to choose a cloud ERP platform, and decide if a cloud ERP is right for your organization.

    Download

  • E-Guide: Choosing enterprise wireless LAN equipment

    802.11N has solidified and a new product generation has emerged, the time is right for enterprises to pursue broader WLAN deployment. Purchases should be driven by technical requirements that map business needs onto product capabilities. To help you complete that step, we have compiled a list of common enterprise WLAN requirements.

    Download