How to Choose an IT Help Desk Vendor

How to Choose the Right Help Desk & Customer Service Software Vendor

This free white paper presents a framework or organized approach for your vendor analysis so you can choose the right help desk support software the first time. It will help you avoid repeating the process in a year or so because the initial evaluation was incomplete.

Acquisition cost is only a small part of the total cost of ownership (TCO) of help desk management software. There are also significant lifetime recurring costs in dollars and personnel. All the costs to consider are discussed including a detailed breakdown of training costs, report creation, server requirements, web implementation, future customization, upgrades, network costs, etc.

Many help desk tracking software applications appear to be the same on the surface. Learn about the questions that vendors hope you do not ask. This approach will allow you to compare products apples-to-apples.

Table of Contents:

Summary. 5

Introduction – A life experience. 10

Write A Project Plan. 12

Write Your Goal 13

Acquisition Costs. 13

Application Cost/Licenses/Up-front Customization. 13

Server Requirements –Software/Database/DBA.. 14

Web Implementation. 14

Report Writing. 14

Development Environment 15

Training Costs. 15

Lifetime Costs. 16

Support 16

Day-to-Day Administration. 16

Future Customization Costs. 16

Upgrades. 18

People Costs. 18

Creating New Applications. 18

Network Costs. 19

Future Application Integrations. 19


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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms