There are many choices available when looking for a service management tool and it can be very difficult to determine ITIL requirements. Most of the tools on the market today only supports version 2 of ITIL, meanwhile many companies are shifting to ITIL version 3. This is the main reason why most companies, decide to change their tool.

Many organizations think it is important that the tool they choose is ITIL version 3 compliant or if it is only suitable for version 2, but when choosing Help Desk software, you should look into how much you can customize instead of it being compliant with ITIL 2 or 3. To make your help desk solution fit every ITIL version, you must be able to customize your help desk tool.

Depending on your current implementation and size of you company, many should aim for a open source help desk. This typically means you can customize it as much as you like, since it’s the programming language that sets the limit and not the features in the actual product. One of the best free help desk solutions are called HESK and is a web based help desk solution, ready for implementation with your existing PHP intranet. The service management software can be modified almost without limitation and because it is you that are designing it, you can save a lot of money by not needing expensive vendor training.

If you are a mid-size company and looking for are more proven software with vendor support, you should take a look at software called asp help desk software. Not only is this very easy to use and highly customizable - it is also one of the cheapest. For samller companies the help desk software can be managed by a single person.

A web based help desk, describing the best choices is easily found on the internet. You should read a few of the recommendations and decide what fits your company.