Buyer's Guide

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Use IT help desk tools to track, resolve and prevent IT incidents


Help desk management tools play a key role in IT support in the modern enterprise. Every time a worker or customer submits a help desk or incident ticket, IT help desk tools help admins to track, manage and ultimately resolve issues to keep workflows and services running efficiently, to meet business requirements, and to maintain worker productivity and customer satisfaction.

The IT Infrastructure Library (ITIL) is one of the most common frameworks for IT help desk tools. The process begins when the user logs an incident ticket with the help desk and it ultimately ends with incident resolution. In some systems, the new incident information is then added to a knowledge base for future reference.

To select the ideal help desk management software, IT admins must consider the size of their organization. Whether they work for a smaller organization, SMB or a larger organization, admins must first know exactly what functionalities to look for when evaluating prospective platforms.

The business benefits that a help desk system provides can be numerous, including cutting expenses, improving service-level agreement measurement, driving system and product improvement, and reducing the reoccurrence of problems.

With these invaluable benefits in mind, buyers must know what functionalities the leading vendors offer in terms of:

  • Communication
  • Ticket management
  • Call agent management
  • Ticket data and knowledge base tools
  • Custom reports
  • Product support
  • ITIL-compliance
  • Multilingual features
  • Third-party interface

In this guide, expert Gary Olsen gives readers a comprehensive overview of exactly how IT help desk tools function, how they benefit organizations of varied sizes and what prospective customers should look for in a system.

Lastly, this buyer's guide provides in-depth roundups detailing the leading vendors on the market and what they offer in regard to the important features presented above. With this information handy, IT buyers can find the right system to help resolve problems in the most timely and efficient manner possible.

1What is? -

Manage and solve IT incidents with IT help desk tools

Help desk management technology can help admins track and resolve tickets and issues that workers submit. Buyers must understand the framework for these tools and how they can help achieve help desk success.


How to deploy and administer help desk management software

IT help desk tools can benefit nearly all organizations if buyers can find the right system to manage and oversee incident tickets and to resolve issues that can negatively affect business and worker performance. Continue Reading

2Do I need?-

Keep the business afloat with help desk management software

Learn about the different business scenarios in which IT help desk tools can benefit an organization and keep workers and customers online and engaged.


Resolve problems right with a help desk management system

The right help desk management platform can keep businesses moving through outages and downtime, as well as cut costs and improve IT processes. Learn more about the business benefits these platforms offer. Continue Reading

3Which should I buy?-

Look at these key capabilities when assessing help desk tools

Learn and compare what features and functions are available from the leading help desk management vendors.


Assess IT help desk software options based on these features

Discover the communication, ticket management, call agent management, knowledge base, reporting and product support options available from leading IT help desk tools. Continue Reading

4Product roundups -

Discover top help desk management tools

The help desk tool market includes many vendors for buyers to consider. Read these in-depth overviews that detail the help desk management tools available.


Buy the right help desk tools to track and resolve incidents

With the important features in mind, explore top vendors that offer IT help desk tools that provide both the services and information organizations need to reduce downtime and keep workflows moving. Continue Reading

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