Tips for selecting a Help Desk Solution

Transcription

1 Tips for selecting a Help Desk Solution Whether you have a dedicated help desk operation, or are just looking for better ways to manage internal requests, help desk software, sometimes referred to as ticket tracking software is a great tool to manage all kinds of internal and external requests. From freeware to enterprise solutions, there are lots of choices. Finding the best solution for YOUR needs at the best value can be an overwhelming task. Here are a few of the considerations and questions you should ask yourself and potential vendors, to help you make the BEST decision for your organization. The guide below, along with our Buyers Guide Worksheet, will help you know what questions to ask as you are researching and organizing vendor information. 1. Where will the software be used? Will the software be used on a single workstation or in multiple workplaces? Will there be end users who will need to access the information? A web based application can be accessed from any administrator or user with Internet access. No additional hardware is needed, as the application is easily accessed on your company Intranet or website. No additional IT staff is typically required. 2. What deployment option is best for me? Application software is typically available as Cloud Hosted (vendor hosts software) or In-House Deployment (you host the software on your server). Today, more and more organizations are moving to Cloud hosted solutions. For many it just makes sense. Advances in technology have reduced security concerns. Competitive cloud pricing allows even small and medium sized businesses access to robust solutions previously reserved for larger companies with big budgets.

2 Deployment Options Continued Deployment Comparison Cloud Hosting Hosted on vendor secure server Vendor manages installation Vendor makes software updates Support included Vendor owns software Predictable monthly payments Data is stored on secure cloud In-House Deployment Hosted on your server Your IT installs application Your IT manages software updates Support typically requires a support plan You own the software Large up-front payment Data is stored on your server 3. Who will be using the software? A good solution will meet your needs now and as you change and grow. Some questions to consider are: a. Administrator Seats: How many administrator licenses do I need? Administrators are the ones who have access to configure the system, manage requests and run reports. Pricing is based on how many admins you need, so understanding admin roles (and who needs them) is essential to making an accurate purchase. b. End Users: End users are those who access the system to create and check the status of requests, but do not need management roles. Many vendors price this differently and it is well worth the time to estimate these needs to avoid hidden costs. c. Department Groups: Will there be multiple departments using the software? If so ensure your solution allows you to set up permissions for multiple areas. This allows individual departments to customize the system for their needs.

3 4. What features do I need? Help Desk tracking systems are not created equal. Like most organizations, you may need something more than bare bones tracking, but not a complex enterprise system. Knowing what features you need will help determine the right fit for you when researching vendors. While all systems include basic ticket tracking, here are some additional features to consider: a) End User Ticket Submission and Management: Allow end users to submit tickets directly into the Help Desk Ticket Queue and to check status. b) User Roles Management: Allows customizable user roles to define what users can and cannot do. c) Workflow automation: If you are routing requests between departments automated workflow can be a real time saver. Customized workflow and business rules settings can automatically route requests to the appropriate department. From there tasks can be automatically routed to the next level for resolution, review or closure, eliminating the need for manual tasking. d) User Defined Fields: Empowers Help Desk Managers with the ability to customize fields available in a ticket request form to their specific needs. e) Active Directory: Maps Active Directory Groups to Departments and Roles, providing single sign on and easier user administration. f) to Ticket Processing: Monitors an account (or multiple accounts) and automatically adds/updates a ticket from the message. g) Web Service API: Integrate help desk software with existing, 3rd party software applications. h) Ticket Templates: create customized Ticket Templates, allowing you to create simple to complex ticket entry forms. i) Recurring Scheduled Tickets: Ability to schedule memorized requests to automatically generate tickets for routine tasks. j) Automatic Notifications: Automatically send confirmation receipt to end users, notify staff of new tickets, reroute tickets, and notify of SLA failure. k) Knowledge Base Integration: Ability to integrate into knowledge base to provide answers to end users and support staff. l) Reporting: Ensure the solution provides standard reporting and ability to create custom reports. m) PC Inventory: Provides a list of software and hardware on end users PC.

4 5. What about Scalability? Whether you are purchasing a first time solution or replacing an existing tool, you probably have ideas in mind as to what you need. It is good planning to be mindful of future needs and other ways the software could be used in in your organization. a) Scalability: Can the software grow as your needs change? Is it easy to add/remove administrators and end users? b) Modules: Are there companion modules available? Companion modules, such as a knowledge base, asset management, and PC inventory work synergistically to create powerful tracking solutions. c) Multi-Departmental Use: What do you track? Help desk software can effectively be used for all kinds of internal and external request management. Departments such as Facilities Management and Human Resources can be using the same application you are using in IT, saving money by using a single application. 6. Is freeware right for me? It may be! There are many freeware solutions available, as well as free limited feature applications from some vendors. Many companies also offer the ability for you to trial the software for a limited time. Be mindful of total cost when looking at a free solution. Some have very limited features, or charge for end user use and/or number of tickets. Also, in many cases, there is no real support available. It is beneficial to do the math and estimate how many admins, end users and tickets you project needing. Also be mindful of manpower costs and savings as they relate to your total operating costs. For example workflow automation not only speeds resolution time and keeps requests from falling through the cracks, but saves workers time which results in reduced labor. Finding a solution that can save you money in the long term can justify a short term investment. Settling for something free may actually cost you more in the long run. Asking yourself these questions is the first step to getting the right solution for you. We encourage you to use the attached Help Desk Buyers Guide worksheet as you research vendors, adding your own feature needs and notes. Having this information in hand will propel you on your way to finding the best solution for your needs.

5 About Novo Solutions: Novo Solutions is a leading provider of affordable and scalable web support and documentation solutions. Satisfied customers span the globe. Since 1999 our focus has been to provide customerdriven web solutions that are robust and easy to implement and use. The scalable nature of our technology and pricing allows our products to be implemented in smaller organizations as well as across the enterprise in larger organizations. Company-wide, Novo Solutions provides innovative web based solutions that help our customers maximize profitability and streamline business processes. Free trials of the Novo Help Desk are available on request. Contact sales@novosolutions.com C u s t o m e r S u p p o r t H e l p D e s k K n o w l e d g e M g t. C i t i z e n S u p p o r t A s s e t M g t S. Independence Blvd. Suite 205, Virginia Beach, VA sales@novosolutions.com Phone: Toll Free: UK: (London)