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Help Desk Assessment: Creating An RFP Can Help Identify The Right Help Desk Software For Your Company

A quick online search for tracking / help desk software or issue management software can provide you with dozens of software packages available to the Help desk, Support Center, or IT Department. Whether implementing a help desk for the first time or adding additional components, identifying a product that will meet the company's needs, as well as evolve with today's rapidly changing technologies can be a labor-intensive task. Preliminary research can help determine which software packages meet your basic requirements and are within your price range. However, this may still leave you with a large number of potential help desk software vendors. To simplify your decision-making process, save you time, and clearly identify your company's requirements and goals, consider creating a Request for Proposal (RFP) for your purchase of tracking or help desk software.

A Request for Proposal solicits information from potential software vendors to help you make the best purchase decision possible. Creating an RFP should be a group effort, and include first level support, project managers, field agents, and help desk administrators. Ask these groups to list software features that are required in their job function as well as features that may improve service levels, productivity, or cut costs. An RFP saves you time by putting the work of evaluating software features, functionality and cost into the hands of the vendor. A well-written RFP will allow you to gather information that applies specifically to your organization's needs.

Provide the vendor with some basic information about your company, such as, the size, rate of growth, whether you have multiple office locations, and whether you will be using the software for internal or external use. Next, create a detailed list by category and group of software requirements. Include clear instructions for completing the proposal. The format of your RFP may be a matrix, where you weigh required features and functionality by their priority level, or a questionnaire with simple "Yes" and "No" check boxes. Vendor responses should be based on the software's current functionality. If a prospective vendor's software does not contain a required feature, check to make sure that feature is not currently in development.

Some general guidelines for what to include in a help desk software Request for Proposal:

The RFP should include the date of the RFP release, deadline for vendor submittal, and the date of vendor selection. Include contact information and e-mail or mailing addresses. Costs associated with preparing the RFP are the responsibility of the vendor. Also, include a brief statement concerning the vendor evaluation process. Make sure you have considered the costs associated with features that may be included in the core product, but are offered at an additional cost for other vendors. Generally, the vendor whose software meets required functionality at the lowest cost will be selected.

A Request for Proposal can save you time, help you clearly identify software needs within your organization, and provide accurate information in your software selection process.

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