Is it time to replace your Service Desk?
IT organizations have a tendency to use systems well beyond their prime. In fact, one of the more common questions we hear from users is related to whether or not they need to replace their current Service Desk solution.
According to Gartner, organizations replace their service desk solution every 3-5 years. Gartner also highlights the importance of selecting a solution that is compatible with your IT maturity level to maximize ROI.
In many cases, a Service Desk replacement is driven by the success seen in other organizations that have made the move to more modern solutions. Ultimately, first generation Service Desk solutions have reached a point where customizability and flexibility, combined with steady and significant cost increases, are factors that can no longer be ignored.