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3 Key Issues to Consider When Purchasing an IT Service Desk

10/12/2015 by: The SunView Team

IT departments are facing growing complexity as businesses become more dependent on advanced technologies to support everyday operations. Effective service desk tools are critical as more organizations strive for IT maturity, leaving many companies in the market for new solutions. Whether you are looking to upgrade from a homegrown help desk or making a jump from a basic help desk to a more robust service desk, choosing the right solution to meet your immediate needs is critical. What is more challenging, however, is finding technologies that can accomplish precisely what you need at the outset of a project while also positioning you well for the future.

The need to prepare for the future while buying a service desk has long been a pain point for businesses. Companies will often purchase more support technology than they need, and be left with software that eventually turns into shelfware as it never actually makes its way into use. This model of purchasing a large, forward-focused IT service desk is starting to fall to the wayside as cloud-based service desk solutions provide an easier path to innovation. With this potential in mind, here are three issues you must consider when choosing a service desk:

1. Scalability
How well will a service desk expand over time as you add new users and support modules? You do not need to purchase a large service desk at the outset of a project, even if you have big plans, if the solution you purchase is designed with scalability in mind. A good service desk will feature modules that can be added to the base solution with relative ease, ensuring that you can make updates over time. Furthermore, the system must be capable of handling a growing user base - especially if you consider adding line-of-business modules or other solutions that get non-tech users working with the solution. The underlying technology in the service desk must be capable of scaling both in terms of adding new functions and handling more users.

2. Flexibility
A flexible vendor can go a long way in helping you make the most of a service desk investment. This isn't just a technical benefit - as a vendor offering flexible solutions can create value as your needs change over time. The other side of flexibility comes in terms of support, training and other secondary services that play a vital role in helping you optimize your service desk over its entire life cycle. For example, many service desks are so complex and difficult to manage that organizations need to hire consultants to help them make any changes. Leading cloud-based IT service desk vendors are simplifying the upgrade process by building their solutions to provide technical flexibility while also offering ongoing support services that make it easy for customers to adjust their solution. This built-in flexibility from both a technical and customer support model is an invaluable asset for any service desk platform.

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3. Future proofing
The rise of scalable, flexible service desk solutions makes traditional concepts of future proofing irrelevant. You don't need to worry about finding a solution that is going to meet your future needs at the outset. Instead, future proofing comes down to having a clear upgrade roadmap that identifies how you will add to and scale your service desk over time. A good vendor will help you identify the best support modules to start out with and consider adding, making it easier to future proof your new service desk through a clear action plan for upgrades.

Choosing the right service desk is increasingly about selecting the right vendor, not just good technology. A solution provider that offers scalability, flexibility and future considerations at the outset of your project can help you maximize the value of your investment.