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Market Research Report

Global Helpdesk Automation Market 2015-2019

Published by TechNavio (Infiniti Research Ltd.) Product code 336919
Published Content info 55 Pages
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Global Helpdesk Automation Market 2015-2019
Published: August 5, 2015 Content info: 55 Pages
Description

About helpdesk automation

In business enterprises, helpdesk technology assists IT users in solving problems. In small and medium-sized companies, a helpdesk is usually handled by a single person with a contact number. In larger companies, a helpdesk is operated by a group of experts who have advanced software at their disposal to monitor and analyze IT problems and their patterns.

The complexity of enterprise networks has caused software and IT systems to evolve. Automation is gaining significant traction among end-users, driven by the need to provide better service to users contacting the helpdesk. Self-help services have also captured the imagination of enterprises. We expect the number of calls per user to see a gradual drop as helpdesk services start becoming more and more technologically advanced and automated.

Technavio's analysts forecast the global helpdesk automation market to grow at a CAGR of 49.3% during 2014-2019.

Covered in this report

This report covers the market size and market share of each end-user. It also includes geographical segmentation of the market.

Technavio's report, Global Helpdesk Automation Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Key regions

  • Americas
  • APAC
  • EMEA

Key vendors

  • BMC Software
  • CA Technologies
  • HP Enterprise Services
  • LANDESK
  • ServiceNow

Other Prominent Vendors

  • Atlassian
  • Axios Systems
  • Cherwell Software
  • Freshdesk
  • Happyfox
  • Heat Software
  • Kayako
  • NTR Global
  • Resolve Systems
  • Sunrise Software
  • SunView Software
  • Vision Helpdesk
  • Vorex
  • Zendesk

Market driver

  • Reduction in level 1 support
  • For a full, detailed list, view our report

Market challenge

  • Vendors with limited capabilities
  • For a full, detailed list, view our report

Market trend

  • Automatic escalation on unanswered queries
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2019 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?
Table of Contents
Product Code: IRTNTR6844

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Product/ Service Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Landscape

  • 06.1. Market Overview
    • 06.1.1. Need of Automation of Helpdesk Services
    • 06.1.2. Integrated SOA Technology in Helpdesk Services
  • 06.2. Market Size and Forecast
  • 06.3. Five Forces Analysis

07. Market Segmentation by End-users

  • 07.1. Global helpdesk automation Market by End-users 2014

08. Geographical Segmentation

  • 08.1. Global Helpdesk Automation Market by Geographical Segmentation
    • 08.1.1. Americas
    • 08.1.2. APAC
    • 08.1.3. EMEA

09. Key Leading Countries

  • 09.1. US
  • 09.2. France
  • 09.3. UK

10. Buying Criteria

11. Market Growth Drivers

12. Drivers and their Impact

13. Market Challenges

14. Impact of Drivers and Challenges

15. Market Trends

16. Trends and their Impact

17. Vendor Landscape

  • 17.1. Competitive Scenario
  • 17.2. Market Share Analysis 2014
  • 17.3. Other Prominent Vendors
    • 17.3.1. Freshdesk
    • 17.3.2. Happyfox
    • 17.3.3. Kayako
    • 17.3.4. Zendesk
    • 17.3.5. Atlassian
    • 17.3.6. Vision Helpdesk
    • 17.3.7. SunView
    • 17.3.8. Cherwell Software
    • 17.3.9. Sunrise Software Ltd.

18. Key Vendor Analysis

  • 18.1. CA Technologies
    • 18.1.1. Introduction
    • 18.1.2. Business segmentation
    • 18.1.3. Business strategy
    • 18.1.4. Geographical segmentation by revenue 2014 and 2015
    • 18.1.5. Recent developments
  • 18.2. BMC Software
    • 18.2.1. Business overview
    • 18.2.2. Product categories
    • 18.2.3. Key facts
    • 18.2.4. Recent developments
  • 18.3. ServiceNow
    • 18.3.1. Key Facts
    • 18.3.2. Business Overview
    • 18.3.3. Business Segmentation by Revenue 2013
    • 18.3.4. Products Segmentation by Revenue 2012 and 2013
    • 18.3.5. Geographical Segmentation by Revenue 2013
    • 18.3.6. Recent Developments
    • 18.3.7. SWOT Analysis
  • 18.4. Landesk
    • 18.4.1. Business overview
    • 18.4.2. Business segmentation
    • 18.4.3. Key facts as of December 2014
    • 18.4.4. Recent developments
  • 18.5. HP Enterprise Services
    • 18.5.1. Key Facts
    • 18.5.2. Business Overview
    • 18.5.3. Service Segmentation
    • 18.5.4. SWOT Analysis

19. Other Reports in this Series

List of Exhibits:

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: Integrated Helpdesk Features
  • Exhibit 3: Global Helpdesk Automation Market 2014-2019 ($ million)
  • Exhibit 4: Global Helpdesk Automation Market Segmentation by End-user 2014
  • Exhibit 5: Global Helpdesk Automation Market by Geographical Segmentation
  • Exhibit 6: Global Helpdesk Software Market by Vendors Segmentation
  • Exhibit 7: CA Technologies: Geographical segmentation by revenue 2014 and 2015
  • Exhibit 8: ServiceNow: Business Segmentation by Revenue 2013
  • Exhibit 9: ServiceNow: Product Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 10: ServiceNow: Geographical Segmentation by Revenue 2013
  • Exhibit 11: HP Enterprise Services: Service Segmentation
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