Research and Resources

Resource Directory

Help Desk Software – Research & Resources

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Analyst Groups (Free and Premium Research)

Publications (Books)

Other Directories

  • Capterra – Directory of CRM software products.
  • – India-focused call center directory.
  • – Where you are now! The leading online directory resource for service and support related solutions including help desk, CRM, and call center software.
  • Help Desk Software Directory – A comprehensive listing of help desk software vendors and solutions.
  • – Help desk reviews, comparisons, and more.
  • KnowledgeStorm – Comprehensive directory spanning help desk, IT, finance, and just about any type of software you can imagine.
  • Project Manager .com – The official free directory of online web project management software.
  • – Directory of IT-related software including CRM and help desk solutions.
  • Software Advice, Inc. – Comparison and review site for help desk and CRM software packages.


  • 1to1 Media – Excellent resource for timely, insightly CRM articles and stories
  • Call Centers India – An India-specific resource site for call center outsourcing, consulting, jobs, and more
  • Call Centre Managers Forum – An “oasis” for call center managers
  • – Provides specialised research, analysis and information to the Call Centre industry
  • – Provides information to those who are involved in real-time customer service via a call center or help desk
  • CRMAdvocate – A great CRM resource, CRMAdvocate seeks to accelerate the acceptance of CRM solutions through education, awareness and example
  • CRM Daily – Good CRM resource site for stories, news, and more
  • CRM Evaluation Center – A good resource for conducting high level research into the CRM software selection process
  • CRM Software Guide (PDF, 757k) – Got CRM? Small Business CRM Software Guide (white paper) from Surado Solutions
  • CRM Today – CRM resource site complete with articles, news, events, more
  • – Crystal Reports product training and consulting; site includes message boards and user groups
  • Customer Service Point – Resource on quality customer service, CRM, help desk tools, books and more
  • Freebyte – A guide to free technical support sites
  • – A Computer and Internet Security Portal that offers access to shareware and freeware, useful tips and tricks, product reviews, discussion forums and more
  • Help Desk Zone – Management Desk – Help desk software and support needs explained from a management perspective. A solid help desk resource from a vendor sponsored directory (Help Desk Ware Group)
  • – Where you are now! The leading service and support resource destination on the Web. Period.
  • InsideCRM – CRM news, events, research, more
  • iPOTT – Online directory for India-based software
  • IQPC – Founded in 1973, IQPC is an established event and conference organizer, organizing thousands of events each year. 800-882-8684
  • ITIL Associates – ITIL and IT Service Management information, resources and tools
  • ITIL Open Guide – A public collaberation to document ITIL, including service desk and problem management
  • ITtoolbox CRM – Content, community, and service for CRM professionals, providing technical discussion, job postings, news, and more
  • – Resource for IT and project management professionals offering articles, tools and services for IT support, operations and project management
  • – Online publisher of news, educational content and broadband interactive media for the IT community; a business unit of IDG
  • – Good CRM resource site by Sift Media.
  • Outbound Focus – Site addressing call center and telemarketing issues worldwide, including best practices, and technological developments
  • Phil Verghis’ Helpdesk FAQ – A must read!
  • Qarbon – A unique collection of existing and custom-made “viewlets” for all areas of online training and support
  • – A resource site on CRM, business intelligence, and other areas of enterprise management
  • – A comprehensive research resource and guide for support and CRM professionals
  • The Help Desk Community Forum – Provides a means of communication between help desk users and offers a range of information to all visitors
  • The Newsletter Source – Computer Articles, Tips, Cartoons, Fun and Quotes for YOUR MIS or help desk newsletter
  • The Outsourcing Toolkit – Everything you need to know about outsourcing your support including SLAs, benchmarking, and making the transition
  • The Resource Center for Customer Service Professionals – An all-in-one destination that offers paid-for events, seminars, books, and other useful resources
  • The Software Network LLC – Provides a comprehensive online directory of business software solutions. 518-280-8715
  • TMC Net – Help desk and CRM-related and events
  • Web based Project Management Software Directory – Directory of business software for all areas of business management