Worldwide service desk management software 2014 vendor analysis

Enable the optimization of IT service delivery

Published September 2014

This IDC study represents a vendor assessment of the service desk management software market using the IDC MarketScape model. The rapid proliferation of disruptive trends such as the consumerization of IT, BYOD, mobility, and virtualization is driving increasingly heterogeneous and hybrid IT environments that add significant complexity to IT service delivery and support within the enterprise. Also, business users are becoming increasingly more mobile and reliant on self-service technologies; therefore, IT organizations must find innovative ways of engaging and empowering their customers.

Service desk software continues to significantly contribute to the growth of the problem management market as IT organizations seek solutions that enable the optimization of IT service delivery to an increasingly mobile and global workforce. As a result, more and more customers are looking for service management solutions that offer integrated collaboration capabilities such as live chat, remote access, and self-service tools to facilitate enhanced collaboration between IT staff and business users as well as to provide efficient access to IT services and support across multiple device types.