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Help Desk Software & White Paper Downloads

Evaluating help desk software? We can help. Enjoy the free downloads below, including: fully functional help desk software, IT asset management software, CRM software (coming shortly!), and an assortment of white papers and real-world case studies. Also see industry and analyst briefs and write-ups (including Gartner's latest Magic Quadrant write-up on the ITTSM space).

Featured Downloads

>> Free Help Desk Software *Download Now!*

>> Evaluating? Get 10 Simple Rules for Buying a Help Desk *Free!*

>> How Self-Service Benefits the Help Desk *New!*

Software Downloads, White Papers & More!

Free Help Desk Software *Fully Functional*

TechExcel ServiceWise is a complete help desk software solution used for managing all your critical service and support requirements. ServiceWise includes out-of-box features for Call Tracking, Self-Help, and Incident, Problem, Change, and Configuration management.

Over 1,500 companies and thousands of end users depend on ServiceWise every day to manage their critical help desk, service and support requirements. See why!

Download this free edition of ServiceWise help desk software right now, or use our cloud-based version (for quicker, easier usage). You'll get full help desk support for unlimited users instantly. Best of all, it's free!

>> Download Free Help Desk Software

10 Simple Rules to Buying a Help Desk

Help desk selection and implementation can be daunting tasks. These 10 simples rules take the guesswork out of the process with industry best practices, point out common mistakes that you can easily avoid, and provide a solid foundation for you, your team, and your organization’s success.

Remember you do not have to implement all the bells and whistles straight away, just make sure the selected system has the capability to extend to the areas you have selected. Most organizations start with a simple framework like incident, change and knowledge management and then expand into problem, configuration, release and asset management as they progress. Selecting the vendor that will address your current needs and grow as you do is the key.

>> Download 10 Simple Rules Now!

How Offering a Self-Service Portal Benefits the Service Desk *New!*

In today’s support environment, end-users and customers continue to demand answers - faster, better and cheaper. Online knowledge-enabled self-service is a proven way to help manage these demands. With a self-service enabled help desk, you can increase your service levels, improve customer satisfaction, and quickly begin recognizing a compelling return on investment.

IT service desks are just now discovering the benefits of web self-service. Escalating employee expectations have resulted in increasing demands on the help desk. Plus, companies have more complex IT infrastructures than ever before - complex networks, multiple integrations, a plethora of applications running in global environments - creating more opportunities for end-users to contact support.

>> Click Here to Download "Self-Service Benefits Revealed" Now!

See Gartner's Latest Service & Support Software Magic Quadrant!

Gartner's recent Magic Quadrant for IT Service & Support Management Tools (ITSSM) provides an insightful comparison of top service and support software vendors in the space. Functionality reviewed - pertinent to the help and service desk - includes problem/incident managment, change management, knowledge management, request management, and more. If you're presently evaluating help desk service and support software, be sure to review Gartner's assessment of vendors, including strengths and watch points. Also be sure to read it if you're interested in learning more about the state of the industry in terms of technology and trend.

Infographic: Understanding the Help Desk Workflow Process

It goes without the saying the help desk and support process can vary significantly from organization to organization. This informative infographic does a great job illustrating and identifying all the various moving parts of the service and support function. From initial problem/issue/service request entry point -- be it social, phone, email or other -- to the software, platforms and applications working to automate the service desk function -- this infographic provides a relevant and useful flowchart representation of the support process from beginning to end.

>> See help desk workflow infographic

Infographic: It's a Social - Join The Social Help Desk Revolution!

It’s impossible for an IT professional to go anywhere without hearing about the social media paradigm transforming the help desk function. Help desk software providers are rushing to augment their platforms with tools and technologies integrating social features and functions. The more advanced solutions not only embed Facebook/Twitter integration, but actually make these social platforms the center point of the solution (or in some cases at least provide the option for this). One could argue that social integration, like Facebook and Twitter, are probably more ideal for external customer (CRM) support.

>> See social help desk infographic >> Read It's a Social - How to Get Your Help Desk Into the Party! (Helpdesk.com blog)