Topics included in this paper:

• An Historical Perspective of the Service Desk Industry
• Differences Between a Help Desk and a Service Desk
• Help Desks and Service Desks Within a Maturity Model
• How Numara® Track-It!® and Numara® FootPrints® fit within this model
• Considerations in Selecting an Incident Management System

This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.