Cherwell Software White Paper

Evaluating ITIL Help Desk-Service Desk Software - Top 10 Considerations

Where does an IT professional even begin when trying to evaluate the Why’s? How’s? What’s? and Who’s? associated with evaluating a Help Desk / Service Desk / IT Service & Support or IT Service Management software solution? Geeez … it took 4 different phrases to even describe the space, and I didn’t even use Call Center. Oh, and by the way … are we logging calls, tickets, or incidents? And very important terms for our industry have yet to be used - like Incident Management, Problem Management, Change Management, Configuration Management, Release Management, etc., etc., etc. With so much “management” in the terminology, one would think that evaluating software solutions for this industry would be simple … but it’s not!

Tags: Help Desk, Service Management, Service Desk, change, Incident, Problem, Call Center Support

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