Service Desk Software Comparison

Charts comparing Freshdesk, Zendesk, Jira, and OSTicket service desk software

Citation for Service Desk Comparison

This is a Shrewdies review of:
Bosu, Michael Franklin, Diab Abuaiadah, Prashant Khanna, Sophia Nepia, and Duncan Palmer. “Evaluation of IT Service Desk: A Case Study.” (2019).

At the time of writing, this study has not been cited by any other studies.

Service Desk Software Comparison Purpose

The purpose of this study is to determine the requirements for an organization’s IT service desk. In order to find the best service desk system for the organization’s needs.

Jargon-free Abstract

In the jargon-free abstract I usually present the key points of the original abstract. Replacing jargon with terms more familiar to unqualified people interested in practical WordPress integrations. But for this study I have only focused on my Purpose and Conclusion sections. Leaving you to refer to the published abstract included below.

This case study is a conference paper for Computing and Information Technology Research and Education New Zealand (CITRENZ). Therefore, the abstract is, in my opinion, jargon-free. But I accept that my definition of jargon terms might not match yours. So please leave a note in the feedback form near the end of the page if you need clarification.

Original Abstract

Organizations rely heavily on Information Technology Services Management (ITSM) to provide efficient and quality services to all stakeholders. This research is an exploratory study conducted of the service desk operations model. The research explores simple metrics and a weighted requirement matrix for evaluating and selecting ITSM systems. Several data gathering tools which include brainstorming, interviewing, participant observation and collaborative feedback document have been employed in this research for collecting requirements from stakeholders to ensure viability and robustness of the research. Prominent challenges to sound implementation of a suitable service desk suite have been identified and tabulated. The identified challenges, coupled with feedback from stakeholders enabled the researchers to arrive at a scaled section framework for selecting an ITSM system. A comparison of eleven state of the art service desk systems has also been completed as part of the research. This research also proposes a novel service desk process with specific emphasis on the roles played by various stakeholders in provision of an efficient service desk operation.

Service Desk Comparison Conclusions

Assessing the information needs of a service desk is a complex process requiring several information-gathering techniques.

In this research, we assessed the effectiveness of an organization service desk system and its processes. We used several requirement elicitation techniques including brainstorming, interviews, participant-observation and collaboration feedback document in gathering requirements from the stakeholders.

Creating a required feature set allows selection of the best choice of available service desk systems.

Using these requirements, we created a feature set that served as criteria applied to evaluate eleven service desk systems. Upon evaluation, the Freshdesk service desk system was the recommended system as it satisfied most of the business needs of the case organization.

Changing software systems involves changing service desk user’s behavior.

The research also proposed a revised service desk process which specifically structured the role and responsibilities of the system users.

Charts comparing Freshdesk, Zendesk, Jira, and OSTicket service desk software
Freshdesk, Zendesk, Jira, or OSTicket?

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