10 Steps to a Successful Help Desk Software RFP

Posted on July 6, 2010 by Info-Tech

Selecting a software package to manage IT’s help desk support involves much more than simply picking one that looks good. The help desk is often the central hub through which all IT-related support must flow. Probably more than any other operationally-focused application, help desk software can strongly influence workflow throughout your support organization. As a result, a well-chosen help desk management application can speed up resolution efforts, streamline the escalation path, and help analysts to more effectively identify process improvement opportunities.

But, when the selection goes wrong, things can quickly go downhill. A badly selected help desk application can force an otherwise well-run team to adapt its workflow processes to a tool that may not be optimized to your enterprise’s needs. Resistance from help desk analysts could impact morale and result in increased turnover. Service to end users could suffer as wait times increase and resolution rates decrease. As service levels become strained, IT and business unit confidence in the help desk could be reduced.

Because so much is at stake, IT must follow a defined process when deciding which software to employ. To ensure that all major organizational needs are incorporated into the final decision, use a thorough RFP template like the Info-Tech “Help Desk Software RFP Tool.”

10 Steps to a Successful Help Desk Solution RFP

1. Build a selection team. Include help desk analysts, support managers, project managers, and other Tier 1 and 2 end-user representatives. Have each team member describe how the help desk can optimally deliver support to its end users, and how help desk management software would support this process. Also have them provide feedback on current limitations of the help desk function. This will help prioritization efforts later on.
2. Include business representation. Because the help desk directly supports end users, ensure that they are represented in any help desk management software selection efforts. Their perspective will facilitate business alignment, and help the selection team build a list of prioritized outcomes. It will also ensure that the efforts of the project team are optimally focused.
3. List the desired outcomes. Any IT initiative should generally try to accomplish at least one of three possible effects:
   1. Improve service levels. Generally achieved via improved call resolution rates.
   2. Improve productivity. Most likely realized through reduced wait times and defined talk- time thresholds.
   3. Cut costs. Typically based on an assessment of cost per call received.
4. Generate a list of detailed requirements. To identify the particular features that are of relevance to the enterprise, refer to the software functions and features taxonomy in Table 1. Map the features to the identified business requirements to assist with building a prioritized list of needs.
5. Build a shortlist of products. Narrow down the list of vendors that will be considered for the RFP. If additional information from vendors is required at this time, consider using the Info-Tech “Request for Information Template.”
6. Draft the RFP. Once drafted, solicit feedback about the draft before sending it to vendors. Use the Help Desk Software RFP Tool.
7. Proceed with a pilot. Many vendors offer free downloadable trial versions of their software. Info- Tech recommends trying all short-listed products in a lab-type, non-production environment before finalizing the RFP. Using them in this manner will allow greater precision in identifying key features and assessing the capabilities and limitations of each product.
8. Incorporate pilot feedback into the final RFP. Update the document and refine the list of target vendors.
9. Distribute the RFP. Provide clear guidelines to vendors that define expectations for filling in and returning the RFP.
10. Make the decision. Involve the selection team in the final choice. Ensure that RFPs are returned from all vendors are properly weighted relative to the business outcomes outlined early in the process.

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