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4 Pitfalls to Avoid When Investing in Support Ticketing Solutions

11/26/2013 by: The SunView Team

Service Desk fit

Putting a new IT service desk in place can prove a difficult process. When it comes to the ticketing aspects of a change and incident management system, businesses stand to gain a great deal from the right platform. However, there are also a few pitfalls that should be avoided when making purchasing and deployment decisions.

1. Focusing exclusively on specific scale requirements
Many IT help desks, and even service desk, solutions are built for specific operational requirements and to handle operations within a somewhat limited scale. It is common for organizations to pin themselves into a certain set of functions and limitations. While this can enable a company to make a strategic investment that meets a wide range of their needs, it can also prevent an organization from adjusting based on demand.

In many cases, a service desk with a scalable ticketing solution is a superior option. Organizations that can add new modules and capabilities to their ticketing solution, or simplify the system, as necessary, can gain an edge from a management perspective.

2. Thinking a homegrown solution can get the job done
Building a ticketing system through emails, phone calls and similar communications is a fairly common concept. However, building an internal ticketing solution can severely limit a company's ability to track incidents, develop advanced management principles and measure key performance indicators. While it can be easy to talk yourself into thinking you can get by without a formal ticketing solution, increased dependence on robust IT systems makes a quality help desk or service desk critical.

3. Over-emphasizing cost
Price does matter, and you shouldn't spend more than you can afford on a service desk. At the same time, it is important to not get too caught up in the sticker price. Instead, organizations choosing a service desk should emphasize issues like value, return on investment and total cost of ownership. A sophisticated service desk is integral to supporting efficient IT operations. Skimping to save some money in the short term can prevent an organization from leveraging much more substantial gains later down the line.

4. Becoming too dependent on consultants
Good consultants can deliver incredible value, but investing in a ticketing solution that is so complex that you can't get it to function without significant help from consultants could leave you unable to successfully manage the system or solve problems as they arise.

The right ticketing solution can contribute to major advances in service desk efficiency. Unlocking these gains hinges on avoiding common purchasing pitfalls.