cyberantweb.com

Yesterday we started a Service Desk project at work. My task was to manage the feasibility study, requirement specification and purchase. Before starting with next work, my task is to start the introduction project.

If you are going to buy a service desk information system, here is few hints for you.

1) Use ITIL. ITIL is a good framework, which provides you and supplier a common language. You can use ITIL, when you define the requirements for the Service Desk application.
2) Check the references. Experienced supplier can save you time and money. Especially, if you are not sure yet, what you need.
3) Buy a product, not a development project. Avoid companies with new or unfinished product. It may look cheap in the beginning, but finally the costs will raise.
4) Avoid tailoring. Supplier should own the product – not you. Do not demand changes to the code, just configure the software suitable for you.