Help Desk Software Evaluation Checklist

Scores 4.76 with 185 votes
  •  Are they mostly internal or external to your organization?
  • Evaluate the overall technical aptitude of your customers.
  • Decide which modes work best.
  • Do they seek answers on their own first?
  • How many customers do you have?
  • Do staff work on-site, off-site, or both?
  • Evaluate the overall technical aptitude of your employees.
  • Are there changes you can make to improve efficiency?
  • Do you maintain a repository of helpful articles?
  •  How many help tickets do you process in an month?
  • Who needs access to your activity reports?
  • What are its strengths and weaknesses?
  • How much can you spend?
  •  When do you need to finish?
  • How much staff time per week can you dedicate to upgrading your help desk software?
  • Who will evaluate potential help desk software systems?
  • Can your business tolerate an interruption in help desk operations during the upgrade?
  • How much will the software and licenses cost?
  •  How much does it cost and how is it delivered?
  • Can you add users without incurring additional costs?
  • Is the software hosted, or does your company need servers and IT staff?
  • Does the license include all available updates?
  • Does the software provide the reporting you need?
  • Can the software work with other applications?
  • Will you need to change the way you do business to fit the software?
  • Will the vendors give you access to trial versions of their software?
  • Does the software support the development of an article repository?
  • Can you import existing help desk data into the new software?
  • How granular can you make incident tracking?
  • How long is the contract, and can you opt out at some point?
Scores 4.76 with 185 votes
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