This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors.

Based on the research, service desk management tools appropriate for large organizations are characterized by their ability to:

• Handle large call volume
• Model large and complex workflows
• Integrate with common systems and asset management tools
• Support the installation and support needs of large, global enterprises

HP Service Manager 7 earned highest scores in current offering and strategy in the large enterprise evaluation. Forrester evaluated the strengths and weaknesses of 13 service desk management tool vendors. According to Forrester Research, Inc., HP should be on the short list for large enterprises in search of full ITSM capabilities.