When performing a needs assessment, it’s important to take advantage of your existing infrastructure by leveraging your existing network directory and email platform. Directory integration is important because it helps associate tasks, workflows, and approvals with those who are requesting the services, along with information for any reviewers or approvers required by your workflow definitions. Authentication can also be controlled by Active Directory.
Don’t reinvent the wheel. Don’t buy a solution that’s going to require you to duplicate tasks and processes that can be pulled from your existing IT infrastructure. Email is essential to the help desk workflow automations that you will want to create, so from an efficiency standpoint you should choose a help desk solution that will seamlessly integrate with your email platform.
See iSupport’s whitepaper Identifying and Automating Core Business Practices to find out more about how to take advantage of your existing infrastructure.