8 Things to Consider When Choosing ITIL Aligned Service Desk Software

Choosing ITIL service desk software can be a real headache.
Just take a look through a few vendor websites. They all seem to say the same things, offer the same features, and promise the same high levels of customer service… so how do you tell which is right for your organisation?
Fortunately, when you look closely, there are ways to figure out which solution is right for your organisation.
To ensure your service desk runs smoothly — and delivers outstanding customer service — you need software that…

1) Absolutely nails your “must haves”

Every organisation has its own unique blend of systems, processes, and infrastructure. Before you start making important decisions about which ITIL service desk software is right for you, it’s vital to determine which features are essential i.e. they meet a specific need and are definitely going to be rolled out – and which are merely nice to have.
This may seem basic, but you’d be amazed how often organisations are enticed by expensive products with a raft of advanced features – but later discover their basic needs aren’t being met – or are being met at exorbitant cost.
In particular, make sure any solutions you are considering will integrate seamlessly with your existing systems, as compatibility issues can cause no end of headaches.

2) Lets you see through the hype…

Everyone accepts that advances in AI technology offer interesting opportunities for how we manage tasks in (and outside) the workplace. However at a recent technology showcase, I witnessed vendor after vendor fall over themselves in their eagerness to align basic software features with the buzzwords of today. So it was ‘digital transformation’ this, ‘digitised workflow’ that, ‘machine learning’ the other. Remember – if what you are hearing offends your common sense, you are probably better off looking elsewhere.

3) Helps you develop

Taking things a stage further, it’s important to consider how your needs may change over time. It’s easy to get caught up comparing solutions based on your needs right now, but you should also think about what you’re likely to need in the future.
This is particularly relevant for growing organisations. Processes that work for a small organisation often don’t scale well and need to be redesigned, so make sure any solution you are considering will cover this eventuality.
A good question to ask is “where are your gaps?” — By identifying the most important areas for your service desk to develop, you’ll gain a better understanding of how your needs are likely to evolve over time.

4) Supports ITIL principles

ITIL may not be sexy, but there’s a reason why it has been considered industry best practice for more than two decades: It works. Whether your existing processes are in line with ITIL or not, selecting service desk software that supports ITIL principles will undoubtedly help you improve your service over time.
You may not ever need (or want) to run your service desk 100% by the book, but we’ve never come across an organisation that couldn’t benefit from at least a little ITIL wisdom.
After all, why reinvent the wheel?

5) Doesn’t force you down a path of compromise

We’ve all been there. You’re working with new ITIL service desk software, and all the functionality you need is there… it’s just the software is constantly trying to force you to do things its way.
Now don’t get us wrong. Some processes just aren’t good, and probably should be changed out for something more effective. But do you really want to change everything just to fit with a new software solution?
Clearly not. You need flexible service desk software that allows you to develop and maintain strong, consistent processes that fit with your organisation’s specific needs.

6) Has a proven track record (…for organisations like yours)

Any solution can sound good on paper, but you need one that works in the real world for organisations like yours.
Look for evidence that a vendor is established, knowledgeable, and has a proven track record in your industry. Years of experience are helpful, of course, but they aren’t the only thing to consider.
When evaluating candidate solutions, take the time to look over any case studies or customer success storiespublished by each vendor. If they’ve been successful in helping organisations like yours in the past, it’s much more likely that their solution will meet your needs.

7) Fits with your company

Keep in mind that you aren’t just choosing a solution — You’re choosing a business partner. For the next several years at least, your organisation will be at least somewhat reliant on the support and updates provided by the vendor you choose.
Here are a few questions you should ask when evaluating possible vendors:

  • Do they have a strong track record of customer service?
  • Do they respond promptly and helpfully when you contact them?
  • Do you like the way they work?

Generally, that last consideration is going to be most important for small to medium sized organisations. If you’re buying on behalf of a huge enterprise, you can usually rely on being considered an “important client” — You have a lot of money to spend, so most vendors will go out of their way to look after you.
But for small or medium sized organisations, it’s worth asking yourself whether you believe a vendor will value you as a customer, or if you’ll be “just another number.”

8) Provides world class support

Ultimately there are two things you can’t do without when it comes to service desk software:

  • – Functionality
  • – Support

Every solution experiences problems at some point, and the quality of the support you receive from your vendor can make all the difference — especially if you’ve opted for a cloud or hybrid deployment.
Evaluating the quality of support on offer isn’t always straightforward, but it’s well worth the time invested. Once again, customer testimonials and case studies are valuable here, but it can also be worth contacting existing customers to ask about their experience.

At Sunrise,we pride ourselves on providing fast, efficient, reliable service to every one of our customers. That’s why our own Service Desk team (using Sunrise ITSM of course) has achieved annual customer satisfaction scores of over 95 percent.

To find out how we could help you do the same — or to discuss your needs — get in touch and we’ll talk you through it.

Would you like to learn more about Sunrise?