The Service Desk Directory is a valuable resource, designed to save on hours of market research at the start of your software vendor selection process. The Directory provides an impartial review of vendor’s solutions and products, complete with a corporate overview and complementary case studies. The Directory should be used to form the shortlist of candidate vendors against the criteria set within your RFI or ITT

The Service Desk Directory provides the following information:

Company overview

• Corporate information
• History

Product

• Operating specifications
• Service request management (including incident and problem management)
• Asset/inventory management
• Configuration management
• Change management
• Process automation and management
• Service level management (including supplier and customer relationship management)
• Accessibility
• Resource management
• Performance analysis and management reporting
• Flexible design environment

Implementation Methodology

• Range of services
• Structure of service organisation
• Project methodologies employed

Terms & Conditions

• Pricing
• Availability of pricing options
• Maintenance plans
• Product upgrades and maintenance releases

Purchased on a 12 month subscription basis, the ring binder format enables updates to be inserted ensuring that as products are updated or new products become available your Service Directory is always up to date.

This is the 4th edition of UK help desk software vendor benchmark report, "The Customer Experience".  The report enables organisations to appraise help desk vendors by providing an insight into their performance from the initial sales contact, through the implementation process and into post sales support.

Highlights from this report:

• Overall 76% of respondents rated vendor performance as satisfactory, however within the detail of the report performance many areas were average at best, with a gulf appearing between vendors. Only 55% of respondents were prepared to recommend vendors to other customer organisations and over 16% are planning to change their vendor. 55% of respondents' organisations had not adopted any service management standard and of those 65% were unaware of any plans to.

• It was noteworthy that only 53% of vendors held a project meeting with their customers to scope the extent of the implementation project and of that figure only 63% of respondents ever saw a project plan before the start of the implement. Unsurprisingly, vendor performances during implementation were deemed to be variable; over 35% of respondents found the best services delivered during the project phase to be average at best.