If you’re a busy CEO or run a business, you probably know that selecting the right service desk software for your business can be overwhelming.
You want your software to be consistently easy to use and helpful for your support team as well as provide high-quality customer service. To make an informed decision, you need to answer some basic questions about your support team and clients. Here’s what you should understand, ask and consider when buying ITIL Service Desk software, along with some considerations and warnings.
1. UNDERSTAND THE MEANING AND PURPOSE OF ITIL SERVICE DESK SOFTWARE
First, understand the meaning and purpose of ITIL service desk software. Put simply, ITIL or IT (information technology) service desk software is software that lets businesses manage problems and requests effectively by designating clear roles and job tasks and responsibilities. In other words, this software automates service desk functions for streamlining these procedures. Common functions include those, such as problem management, release management, change management, service level management, availability management and configuration management.
2. DETERMINE THE RIGHT SERVICE DESK TOOLS FOR YOUR SUPPORT TEAM
Because your support team will be relying on your new service desk software and using it constantly, it’s important you know the service desk tools that are the best fit for your team. When you have service desk software that is user-friendly and clear, it will save your team a considerable amount of effort and time. As a result, they can do a better job in helping your clients.
3. DETERMINE THE NEEDS OF YOUR CUSTOMERS
Think about the needs of your clients and how they need or want to interact with your staff. For instance, is one of their main needs to send quick emails? Do your customers need to use a website for getting assistance? Moreover, your customers might appreciate being able to contact support by more than one option or channel. Another feature that may be valuable is self-service tools that can provide answers to customers’ questions.
4. REVIEW YOUR CURRENT SERVICE DESK SOFTWARE AND YOUR TEAM’S SKILLS
When looking at your current desk software, ask yourself if it’s still the best solution for solving problems. Could there be a better way to get the same results? Maybe your team now has some new capabilities they did not have when you installed your existing desk tools.
5. DISTINGUISH BETWEEN ESSENTIAL AND NONESSENTIAL DESK TOOLS
Some service desk software may have more “bells and whistles”, but some of these features may not be essential. Therefore, when choosing help desk software, be sure you choose software that has all the key requirements you need for your business. Look at each feature to see if you really need it. You don’t want to pay more for non-essential features.
OTHER CONSIDERATIONS AND WARNINGS
- Choose software that will continue working for your business as your company grows. You want to avoid having to select new software a year later.
- Ask about any legal requirements you need to meet, such as privacy controls and data storage.
- Determine if a particular feature must be built into the service desk, or if you could connect a separate tool that could accomplish the job better.
- Find out about any technical requirements you need to meet, such as accessibility and data format. Keep in mind that desk software that is too technical can result in your team not being able to make the best use of it.
- Before releasing your new desk software to your clients, test it out thoroughly with your support team. You want your clients to have a good experience using the software.
THE BOTTOM LINE
- When selecting help desk software, remember that there is no “one-size-fits-all”. The best service software for your business is software that serves the unique needs of your support team and clients consistently and effectively.
- Don’t continue to use outdated service desk software or products that fail to give you the best solutions.