If you are trying to compare Freshdesk vs. Zendesk, you’re probably facing the daunting task of choosing a service desk software for your company. After talking with thousands of service desk buyers, we identified some everyday needs and pain points that the vast majority of organizations face while choosing the right service desk solution for their IT or Enterprise Service Management efforts.

You might want to switch service desk providers due to dissatisfaction with your current IT service management (ITSM) tool, or perhaps because you need to bring in improved IT service delivery and support capabilities. Whatever the case, switching costs don't limit to the tool's price. They include associated costs that should be taken into account to understand the full extent of changing help desks.

The IT industry is among the most competitive ones in the world. That is why IT employee retention is a big problem. The average employee turnover rate in this sector is around 20%. In any given year, one-fifth of the workforce changes jobs. There's a high turnover rate and an even higher percentage of employees who are unhappy with their jobs. Another reason is that people don't see their work as fulfilling or challenging enough to be worth staying at their company for an extended period.

ITSM has evolved to meet current challenges by adopting concepts from Agile, DevOps, and Value Stream Mapping (VSM) to become the de facto framework for IT organizations to manage their activities in support of the business. A Service Management Office (SMO) provides a solution to that challenge by creating a central function with the requisite skills and knowledge to assist individual departments with designing, implementing, and improving IT and business processes.

Design thinking has been making waves lately in IT management. Companies have shifted to human-centered and problem-solving techniques. For that, design thinking is ideal for taking on the challenge. Also, technology and computing power have set the stage for a battle of innovation in all fields of business.