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Service Desk Tools – Comparison and Recommendation

This article is a report that compares various Service Desk tools and recommends one of them that meets customer requirements.
The scope of this article is to compare various popular Service Desk tools and provide information on the standing of each of these tools against select metrics. Based on the metrics chosen and the performance of the tools against them, this article recommends a tool meeting the customer requirements.

The expected users of this document are:

  1. IT Services Manager (CTO) ·
  2. IT Service Support and Delivery Manager (Operations Manager) ·
  3. Manager IT Audit ·
  4. Chief Architect ·
  5. Technology CoE Leads –


This is an information article containing the following: ·

Introduction ·
Product Introduction ·
Comparison Criteria ·

A Service Desk tool must be implemented to facilitate operational processes and procedures for providing internal Service Support and Delivery. Tata Consultancy Services Limited (TCS) has embarked on defining and implementing operational support processes and systems for a Financial Services Customer. In doing so, TCS has adhered to ITIL guidelines and recommendations. This document provides details on the comparison of various Service Desk tools, and ends with TCS’ recommendation of the apt tool.


Based on the minimum criteria for Service Desk tools and considering the basic requirements of TCS, the following are the tools considered for comparison: ·


  • CA Unicenter ServicePlus Service Desk ·
  • FrontRange HEAT ·
  • HP OpenView Service Desk ·
  • Peregrine ServiceCenter ·
  • Remedy IT Service Management

Key metrics that have been chosen for comparison, keeping in view the critical requirements of TCS, are:

  • · Support of the product for ITIL Service Support Processes,
  1. Configuration Management
  2. Incident Management
  3. Change Management
  4. Problem Management
  5. Release Management and the Service Delivery Process, namely
  6. Service Level Management. ·

Integration with Enterprise Systems Management software (namely IBM Tivoli, HP OpenView suite and CA Unicenter) ·

Native support for System Management ·

Scalability, Reliability and Security of the product


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