ITSM · Platform Selection
Choose your service desk platform like you’ll live with it
Because you will. We help ANZ mid-market IT teams define what they actually need, compare the platforms that fit, and make a decision the whole exec can stand behind.
Sound familiar?
You don’t have to choose Freshworks just because we’re a Freshworks partner.
The demos all look brilliant.
Every vendor’s walkthrough solves your problems perfectly. That’s what demos are for. Which one survives contact with your actual operation is a different question.
The team can’t agree on requirements.
Infrastructure wants asset management, the service desk wants better routing, the exec wants a number that goes down. Nobody’s written down what actually matters.
You’ve been burned before.
The last platform was chosen off a feature list and a good lunch. Three years later, everyone works around it.
What you walk away with
A requirements baseline, prioritised and written down.
What your service desk actually needs, agreed across the team, so vendor comparisons aren’t driven by whoever has the longest feature list.
A shortlist that fits your operation.
Platforms matched against your requirements, your scale and your budget, not against the analyst quadrant.
A comparison you can hand to the exec.
Side by side, scored against your criteria, with the trade-offs stated plainly. No vendor gloss.
A recommendation with reasons, in writing.
Our call, and why. A decision your team can defend in twelve months, not just next quarter.
How the selection runs
Understand how your team actually works
Not the org chart version. How requests really move, where they stall, and what the platform has to handle on a bad day.
Define what the platform needs to do
Requirements prioritised into must, should and later. This document does more to prevent a bad decision than any demo.
Compare the right-fit options
The platforms that genuinely match your requirements and scale, scored against your criteria, with licensing, implementation and ongoing cost considered alongside capability.
Validate the shortlist
Trials structured around your real scenarios, not the vendor’s happy path. Your team drives, we navigate.
Make the decision
A written recommendation with reasons and trade-offs. You decide, with everything on the table.
Why teams trust us
Advice worth taking comes from people who’ve run the platforms
We’ve implemented, migrated and repaired service platforms across ANZ mid-market operations, including National Pharmacies’ 65+ location rollout. That experience informs how we assess platforms: we know what they’re like to run at scale, where implementations get difficult, and what a demo won’t show you.
Questions we get asked
You’re a Freshworks partner. Won’t you just recommend Freshworks?
Only if it fits, and we show our working either way. The recommendation comes with written reasons and trade-offs against your requirements. If another platform serves you better, that’s what we’ll recommend. The goal is a decision that works for your operation, not a licence sale.
Can’t we just run the selection ourselves?
You can, and some teams should. What we add is pattern recognition: we’ve seen where each platform creaks at scale, what the demos don’t show, and which requirements teams always forget until month three. The diagnostic will tell you honestly whether you need us for this.
How long does a selection take?
Typically weeks, driven by how quickly requirements land and how many stakeholders need to align. Fixed-scope, so you’ll know the timeframe and cost before we start.
What if we’ve already shortlisted platforms?
Even better. We pressure-test the shortlist against your requirements, and either confirm your thinking or show you what it’s missing. Validation is faster than starting over.
Do you handle the implementation too?
We can, and most clients continue with us. But the selection stands alone: the recommendation is yours to take to any implementer, including the vendor.
Before you sign another contract, thirty minutes
One call with a senior consultant. You’ll leave knowing what to nail down before any vendor conversation, whether you work with us or not.
30 minutes. No pitch. No commitment.