If you're just beginning the process of selecting helpdesk software, you can't go wrong with helpful advice from the experts.  Selecting Customer Support Technology: 23 Important Considerations is a succinct, advice-packed short course on the subject at a truly affordable price.

• Initial Planning
• Defining your vision and mission
• Setting goals and objectives
• Establishing a support culture
• Understanding your help desk processes
• Justifying new tools
• Involving your customers and secondary support providers
• Customer Support Tools to Consider
• Customer self-help tools
• Remote control, diagnostics, and conferencing tools
• Support Center Tools to Consider
• Monitoring tools
• Tracking, managing, and escalation tracking tools
• Reporting tools
• Knowledge tools
• Software distribution and management tools
• Telephony Tools
• Staffing and Work Load Monitoring Tools
• Second Level Support Tools to Consider
• Selection Steps
• Defining your requirements
• Developing a vendor "short list"
• Ranking the results
• Establishing a win/win partnership with your vendor
• Project Management
• Integrating your solutions
• Planning and implementing your new technology
• Measuring your results