Your team needs service desk tools. What are the best options?

1 Your needs and goals

Before you start comparing different service desk tools, you need to define your needs and goals. What are the main challenges and pain points that you want to address? What are the key features and functionalities that you require? How do you measure your performance and success? How do you align your service operations with your business strategy and objectives? By answering these questions, you can create a list of criteria and priorities that will guide your selection process.

3 Your user experience

A service desk tool is not only a tool for your service operations team, but also for your customers and stakeholders. Therefore, you need to consider the user experience of both sides. How easy and intuitive is the tool to use? How well does it support different channels, devices, and languages? How fast and reliable is the tool? How customizable and adaptable is the tool to your specific workflows and processes? You want a service desk tool that enhances your customer satisfaction and loyalty, as well as your team productivity and collaboration.

4 Your security and compliance

One of the most critical factors to consider is the security and compliance of the service desk tool. How secure is the tool from external and internal threats? How well does it protect your data and privacy? How compliant is the tool with the relevant standards and regulations in your industry and region? How transparent and accountable is the tool provider? You need a service desk tool that meets your security and compliance requirements, and that gives you peace of mind.

5 Your feedback and reviews

Finally, you need to gather feedback and reviews from different sources to validate your choice. You can ask for referrals and recommendations from your peers and network, who have similar needs and goals as you. You can also look for testimonials and case studies from existing customers, who can share their experiences and results with the tool. You can also check for ratings and reviews from independent platforms and experts, who can provide unbiased and objective opinions. You need a service desk tool that has a proven track record and a positive reputation.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?