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Do check signers have significant pain?
  • Understand pain points of CIO/VP Customer Service
  • Significant pain must exist for senior management to sign a check
  • Giva White Papers will help you "listen" for pain statements
  • Tell vendors your pain. Otherwise, they will ignore you
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Are funds approved and set aside?
  • Check in with CIO or VP Customer Service
  • Don't invest time until given iron clad assurance that funds are available
  • Determine what you are already paying for application maintenance
  • Find a cloud based replacement product for less money than annual maintenance
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Learn latest IT service desk or customer service best practices.
  • Prepare to ask vendors tough questions with confidence
  • Prod and poke at vendors...you lead the questioning
  • Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
  • Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups
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Purchasing Insights
What are problems with current call tracking system?
  • Hire consultants/technical experts, if necessary
  • Call vendor CEO; list of issues ready to send.
  • Proposal to fix? Cost, timeline, guarantees
  • Is fixing less expensive vs. buying a new application
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Purchasing Insights
What are feature needs/requirements?
  • Obtain feedback from all stakeholders; prioritize the list
  • Use Giva's Needs Assessment Tool as a starting point
  • Check signers like a rigorous quantitative analysis
  • Share requirements openly with short list of vendors
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Purchasing Insights
Ask vendors tough questions early and often.
  • Early on share complex "must have" & "deal killer" requirements to eliminate vendors
  • Ask for an estimated price quote. Is it in your budget ball park?
  • Ask for customer case studies and references
  • Poke and prod, listen carefully, get it all in writing
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Purchasing Insights
What is the total cost of ownership (TCO) of all vendors?
  • Calculate TCO of all vendors for applies-to-apples comparison
  • Acquisition costs only 30% of TCO over 5 years according to Gartner Group
  • Ongoing lifetime costs vary significantly between vendors
  • Compare cloud vs. on premise hosted software licenses
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Purchasing Insights
What are important license agreement terms?
  • What happens if stop paying annual maintenance?
  • Arbitration clause - inexpensive means of recourse
  • SLAs for product support & reports to measure SLA compliance
  • Termination clauses
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Cloud Computing for IT Help Desk & Customer Service/Support

Important License Agreement Terms

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Webinar Key Point #8

The #8 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is important license agreement terms.

The following are important questions to ask and some key contract terms to negotiate into your software license agreement:

  • What happens if we have a disagreement? Will we have to litigate?
  • Uptime service level agreements
  • Support service level agreements to manage the relationship
  • Post implementation customization/configuration
  • Routine support vs. professional service fees
  • Most overlooked critical details about software maintenance
  • Termination clauses, contract lengths, discounts, hidden fees

Click "Download White Paper" to read more about important license agreement terms.

 

Download White Paper

Please make sure to read all the white papers summarizing the other Webinar key points.

Key Point #1: Do Check Signers Have Significant Pain?

Key Point #2: Are Funds Approved and Set Aside?

Key Point #3: Learn Latest Help Desk and Customer Best Practices

Key Point #4: Determine Problems with the Current Call Tracking System

Key point #5: Document Feature Needs/Requirements

Key Point #6: Ask Vendors Tough Questions Early and Often

Key Point #7: Compare Total Cost of Ownership of All Vendors

Key Point #8: Key License Agreement Terms