So sánh các phần mềm service desk itil năm 2024
is one of your most important investments as a service-focused organization. To provide high quality IT support, leaning into IT Service Management (ITSM) is an essential first step. However, a solid ITSM strategy must be backed up by a robust tool. Show
By automating operations and making communication more effective, an ITSM solution will help increase end-user engagement while also making the support agent's job easier. In this thorough guide you will find the key features and capabilities to look for when choosing your service desk solution. We have also put together our top fourteen picks for you to compare. Let's get into it! Table of contentsTL;DR
How to choose the right service desk software?Since service desk software is one of the most crucial purchases an IT support team can make, selecting the right ITSM tool is key. Done well, ITSM practices can improve service performance, increase customer satisfaction, and reduce risk. So, the stakes are pretty high. Buying a new service desk tool is not a task you should do in isolation, so build a team around you to get a balanced and comprehensive view of requirements and technical specifications. Some of the things to consider include:
Get your ITSM implementationchecklist for free Before you make a final decision, make sure you can answer the following questions:
Service desk solution features and capabilitiesRegardless of your choice, your go-to option has to meet specific capabilities and offer you some essential features. Let's take a look at them. Service desk software's must-have featuresMake sure that your service desk tool covers these must-have features:
Service desk software capabilitiesIn addition, these service desk software capabilities will make your life much easier:
Send a service desk RFP to review available featuresNumerous organizations rely on request for proposals (RFP) to get deeper insights into a potential vendor's offered features and capabilities. In general, they list the company's needs and priorities, leaving room for shortlisted vendors to explain if and how they fulfill each item. This practice has a double benefit. On the one hand, organizations access specific details to understand how specific software will accommodate to their situation. And on the other hand, it allows them to compare software alternatives using the same criteria. If you want to give them a go, you don't need to start from scratch! You can download our service desk RFP template and adapt it to your business. Types of service desk tools: cloud vs. on-premiseA question still dominating many ITSM discussion forums is which is better, cloud or on-premises solutions? The answer for most organizations is: it depends. Pros and cons of on-premise solutionsA considerable percentage of customers still prefer to use on-premise software. Some of its benefits include the following:
On the contrary, using on-premise software may not be suitable for your business because of the following:
Benefits of cloud service desk solutionsCloud-based ITSM software, on the other hand, is externally hosted and maintained by the ITSM tool vendor. Cloud solutions have plenty of benefits, including:
The service desk software arena is crowded. There are about 42 competitors in the ITSM market nowadays, but here, we'll summarize the leading players. 1. InvGate Service DeskInvGate Service Desk overviewInvGate Service Desk is a comprehensive solution for the effective, efficient, and safe running of IT operations. With it, you can perform many tasks, as it comes packed with the following:
Thanks to its intuitive interface, it's perfect for expanding beyond IT and adapts perfectly to all types of organizations. For example, with InvGate Service Desk, Harmony Public Schools unified 58 schools around Texas and saw a 300% increase in fulfilled service requests and a 71.5% improvement in resolution, wait, and response times. When asked what makes the tool stand out, Martin Nuñez, Service Desk Manager, highlighted its customization capabilities and intuitive interface. His favorite features are "tracking in the request log, the simple interface, especially for the end user, and the ability to make templates or forms within certain categories of service." InvGate Service Desk's key advantages
2. Cherwell/IvantiCherwell overviewCherwell Service Management (acquired by Ivanti) is a mid-market service desk solution verified for eleven ITIL processes. It provides IT organizations the flexibility required for rapid configuration and customization, minimal overhead, and frictionless upgrades. Cherwell advantages
However, mentioning that it's secondary to the Ivanti solution is relevant, and ITAM is only available as a separate module. Cherwell alternatives
3. HornbillHornbill overviewHornbill's service desk software offers users a 100% codeless environment with out-of-the-box workflows and a focus on automation. It has "elastic licensing" to add or remove licenses easily and a configurable CIO dashboard with real-time status information and emerging trends. Hornbill advantages
4. ManageEngineManageEngine overviewManageEngine offers service and asset management capabilities to small, midsize, and large enterprises. Some of its distinctive features are ITSM workflows, smart automation, integration access to a wide variety of applications, and ESM capabilities. ManageEngine advantagesThe most distinctive pros of ManageEngine are:
ManageEngine alternatives
5. SysAidSysAid overviewBest suited to small and medium-sized organizations, service automation is the key offering in SysAid's cloud service desk solution. It offers help desk and asset management capabilities, third-party integrations, and fast implementation. SysAid advantagesSysAid's solution stands out because:
However, it has no pre-built ESM line of business capabilities. SysAid alternatives
6. FreshserviceFreshservice overviewFreshservice is a cloud-based ITSM and service desk solution serving SMBs, mid-market, and larger organizations. It promises robust automation, rapid deployment, and monthly updates to the solution. Freshservice advantages
Freshservice alternatives
7. BMC Helix ITSMBMC Helix overviewBMC Helix ITSM replaces BMC Remedy and is a broad suite of ITSM tools offering a wide range of integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and markets itself. BMC Helix advantages
It's important to mention that the solution doesn't have a "lite" option, so that it might be expensive for some businesses. In line with this, it has a complex implementation. BMC Helix alternatives
8. ServiceNowServiceNow overviewBuilt on the ServiceNow Now Platform, its ITSM bundle provides an agent workspace with Knowledge Management and modules supporting Incident and Problem Management, as well as Change, Release, and Configuration Management. ITAM capabilities are also offered on the higher-tier ITSM Professional plan. ServiceNow advantages
Same as with BMC, ServiceNow doesn't have a low-budget option. ServiceNow alternatives
9. MarvalMarval overviewAvailable on-premises or as a SaaS solution, Marval is an ITIL-aligned service desk tool that has been available for over 30 years. It has a heavy focus on Enterprise Service Management. Marval advantages
10. Jira Service ManagementJira Service Management overviewJira Service Management (formerly Jira Service Desk) provides everything IT and support teams need out-of-the-box for Service Requests, Incident, Problem, and Change Management. It focuses on high-velocity support, integrates with Slack and Trello, and offers a mobile app for flexibility. Jira Service Management advantages
It's worth noting that Jira is currently moving away from on-premise alternatives. Jira Service Management alternatives
11. TOPdeskTOPdesk overviewWith on-premises and SaaS deployments available, TOPdesk's ITIL-aligned solution comes out of the box without coding. It has a solid European presence, is an early ESM proponent, and offers support for computer-aided facilities management (CAFM). TOPdesk advantages
12. EasyVistaEasyVista overviewEasyVista's ITSM solution is aimed at enterprise organizations and offers codeless configuration, smart automation, and out-of-the-box ITIL processes. It has a user-centric interface and supports core ITSM practices. In addition, it's important to mention that it focuses on maturity rather than complexity. EasyVista advantages
EasyVista alternatives
13. SolarWinds HelpdeskSolarWinds Helpdesk overviewSolarWinds offers a relatively simple, easy-to-use service desk solution that adheres to ITIL's best practices. Since it's essentially a help desk, it's best suited to smaller organizations. It offers a fully functional free trial available to use for 14 days. SolarWinds Helpdesk advantages
SolarWinds Helpdesk alternatives
14. HaloITSMHaloITSM overviewHaloITSM is an ITSM-aligned service desk tool available as a SaaS or on-premises solution. It calls itself a single, all-inclusive software solution and offers a customer-centric interface that aligns with that. HaloITSM advantages
Service desk tool comparisonHosting Free trial Pricing Licensing model PinkVerified # of practices Integration costs Support costs InvGate Service Desk Cloud & on-premise Yes (30 days) Request a quote Agent/ month 11 Included + Free API Included Cherwell Cloud & on-premise No Request a quote Agent/ month 11 N/A N/A Hornbill Cloud No Request a quote Agent/ month 0 N/A N/A ManageEngine Cloud & on-premise YesStarting at $10/month Technician/month0 N/A Included SysAid Cloud Yes Request a quote N/A 0 N/A N/A Freshservice Cloud Yes (21 days)Starting at $19/monthAgent/ month 0 Included Included BMC Helix ITSM Cloud Yes Request a quote N/A 14 N/A Included ServiceNow Cloud Yes Request a quote N/A 19 Free & paid Included Marval Cloud & on-premise No Request a quote N/A 0 N/A N/A Jira Service Management Cloud YesFree for up to 3 agents, $20/month for more featuresAgent/ month 7 Free & paid Included in some plans TOPdesk Cloud Yes (30 days) Request a quote Agents/ month 0 No Included EasyVista Cloud & on-premise No Request a quote N/A 0 N/A Included SolarWinds Helpdesk On-premise Yes (30 days)Starting at $19/month Technician/month0 N/A Included in some plans HaloITSM Cloud & on-premise Yes£65 per agent per month Agents/ month0 Yes Included 6 benefits of service desk softwareThere are many reasons organizations use ITSM tools. Some of the benefits of service desk software include the following:
Key takeawaysGood service desk software will help you level up your IT service offering. Not only will it help you manage, control, and protect your environment, but it will also help you keep costs under control and plan for future challenges. But to make the right decision, don't forget to ponder the following:
All in all, the key message is to keep moving forwards. Stay on top of industry best practices and look for the best tool to support your organization and its people. InvGate Service Desk has you covered on all the key service desk solution features you need. If you want to check it out in your time, remember you can request a free 30 day trial to look through the solution! Frequently Asked QuestionsWhat is service desk software?Service desk software enables the IT service desk to act as the central point of contact between IT and the rest of the organization. The key objective of any service desk solution is to enable end-users to log incidents and service requests and for IT to respond promptly and effectively. Service catalogs, knowledge bases, Asset Management systems, or CMDBs often underpin the incident and request process flows. What is the Difference Between help desk and service desk?Help desk and service desk are often used interchangeably. However, the second can be thought of a strategic big brother of the first. A help desk is reactionary, and is used to manage problems when they arise, allowing for them to be logged, tracked, and (hopefully) finally resolved. On the other hand, a service desk can do everything the help desk does, but also allow you to plan, structure, and provide the delivery of a wide variety of IT services. Many organizations start with a help desk structure, evolving naturally to a more service-centric organization, providing the solutions detailed in this article. Should I use a free service desk software?Many ITSM tools will offer free versions of their services. With increased costs and the challenges involved in running IT since the pandemic, it can be tempting to stick to free service desk software versions, but there are some downsides, for example:
What is an open-source service desk software ?On the other hand, open-source desktop management software is software released under a license where the copyright holder gives users the rights to use, change, study, and distribute the software and its source code to anyone and for any purpose. It is typically developed in a collaborative public manner and can be freely used, modified, and shared because the design is publicly accessible. Nonetheless, open-source software isn't a catch-all. There are some reasons why using it may not be suitable for your organization, such as:
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