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Global Helpdesk Outsourcing Market 2015-2019

Category : ICT Media  | Published Date : Apr-2015 | Pages : 92
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About Helpdesk Outsourcing
Helpdesk outsourcing refers to the process of engaging an external resource or service provider to provide technical support to employees and manage the same. It has gained in popularity over the past few years as firms are seeking to minimize in-house expenses. Apart from the inherent cost advantages, it can aid in enhancing the productivity within a short time because of a well-trained and continuously monitored workforce. Scalability in terms of handling of calls can also be ensured. These services are also providing a competitive edge to the SMBs that do not have the resources to build and maintain a technical help desk.

TechNavio’s analysts forecast the Global Helpdesk Outsourcing market to grow at a CAGR of 5.7 percent over the period 2014-2019.

Covered in this Report
The Global Helpdesk Outsourcing market can be segmented into two: Outsourced Level 1 and Level 2 Support Services and Outsourced Technical Helpdesk Support Services. The report also covers the End-user and Geographical segmentation of the Global Helpdesk Outsourcing market.

TechNavio's report, Global Helpdesk Outsourcing 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 profile of key vendors operating in this market.

Key Regions
• Americas
• APAC
• EMEA   
    
Key Vendors
• CSC
• HCL Technologies
• HP Enterprise Services
• IBM
• Qcom Outsourcing
• Wipro

Other Prominent Vendors
 • Atos
• Attivasoft
• CGI Group
• Ciber
• CompuCom
• Dell
• Dynasis
• Fujitsu
• Genpact
• Getronics
• Hudson Software
• Inforonics Global Services
• Iyogi
• Kayako
• Maintech
• Northrop Grumman
• Pomeroy
• Stefanini
• Support.com
• TCS
• TELUS International
• T-System
• Unisys
• Xerox
 
Market Driver
• Consumerization of IT
• For a full, detailed list, view our report

Market Challenge
• Risk of Data Security Breach
• For a full, detailed list, view our report

Market Trend
• Integration of Helpdesk with IT Management Software
• 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?



01. Executive Summary



02. List of Abbreviations



03. Scope of the Report



03.1 Market Overview



03.2 Product 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 On-site Service Desk



06.1.2 Remote Dedicated Helpdesk Services



06.1.3 Shared Helpdesk Services



06.2 Market Size and Forecast



06.2.1 Market Size and Forecast



06.3 Five Forces Analysis



07. Market Segmentation by Service



07.1 Global Helpdesk Outsourcing by Service Segmentation



07.2 Global Outsourced First and Second level Helpdesk Services



07.2.1 Market Size and Forecast



07.3 Global Outsourced Technical Support Helpdesk Services



07.3.1 Market Size and Forecast



08. Market Segmentation by End-users



08.1 Global Helpdesk Outsourcing Market by End Users



09. Geographical Segmentation



09.1 Global Helpdesk Outsourcing Market by Geographical Segmentation



09.2 Helpdesk Outsourcing Market in the APAC Region



09.2.1 Market Size and Forecast



09.3 Helpdesk Outsourcing Market in the EMEA Region



09.3.1 Market Size and Forecast



09.4 Helpdesk Outsourcing Market in the Americas



09.4.1 Market Size and Forecast



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



17.1.1 Key News



17.2 Key Vendors, 2014



17.3 Other Prominent Vendors



17.3.1 Atos



17.3.2 AttivaSoft



17.3.3 CGI Group



17.3.4 Dynasis



17.3.5 Getronics



17.3.6 Hudson Software



17.3.7 Inforonics Global Services



17.3.8 iYogi



17.3.9 Kayako



17.3.10 Northrop Grumman



17.3.11 Support.com



17.3.12 TCS



17.3.13 TELUS International



17.3.14 T-Systems



17.3.15 Unisys



18. Key Vendor Analysis



18.1 CSC



18.1.1 Key Facts



18.1.2 Business Overview



18.1.3 Business Segmentation by Revenue 2013



18.1.4 Business Segmentation by Revenue 2012 and 2013



18.1.5 Geographical Segmentation by Revenue 2013



18.1.6 Business Strategy



18.1.7 Recent Developments



18.1.8 SWOT Analysis



18.2 HCL Technologies



18.2.1 Key Facts



18.2.2 Business Overview



18.2.3 Business Segmentation by Revenue 2013



18.2.4 Business Segmentation by Revenue 2012 and 2013



18.2.5 Geographical Segmentation by Revenue 2013



18.2.6 Business Strategy



18.2.7 Recent Developments



18.2.8 SWOT Analysis



18.3 HP Enterprise Services



18.3.1 Key Facts



18.3.2 Business Overview



18.3.3 Service Segmentation



18.3.4 SWOT Analysis



18.4 IBM



18.4.1 Key Facts



18.4.2 Business Description



18.4.3 Business Segmentation



18.4.4 Revenue Segmentation by Business Segment



18.4.5 Revenue Segmentation by Business Operation



18.4.6 Revenue Comparison of Business Segments 2012 and 2013



18.4.7 Revenue Segmentation by Geography



18.4.8 Business Strategy



18.4.9 Key Developments



18.4.10 SWOT Analysis



18.5 Qcom Outsourcing



18.5.1 Key Facts



18.5.2 Business Overview



18.5.3 Key Technologies



18.5.4 SWOT Analysis



18.6 Wipro



18.6.1 Key Facts



18.6.2 Business Overview



18.6.3 Revenue by Business Segmentation 2014



18.6.4 Revenue by Business Segmentation 2013 and 2014



18.6.5 Revenue by Geographical Segmentation 2014



18.6.6 Business Strategy



18.6.7 Recent Developments



18.6.8 SWOT Analysis



19. Other Reports in this Series







List of Exhibits:



Exhibit 1: Market Research Methodology

Exhibit 2: Market Segmentation of Global Helpdesk Services

Exhibit 3: Global Helpdesk Outsourcing Market 2014-2019 (US$ billion)

Exhibit 4: Segmentation of Global help desk Outsourcing 2014

Exhibit 5: Segmentation of Global help desk Outsourcing 2014- 2019

Exhibit 6: Global Outsourced First and Second Level Helpdesk Services 2014-2019 (US$ billion)

Exhibit 7: Global Outsourced Technical Support Helpdesk Services 2014-2019(US$ billion)

Exhibit 8: Projected impact on Business/ and Adoption Rate by End Users

Exhibit 9: Segmentation of Global Helpdesk Outsourcing Market by Geographical 2014

Exhibit 10: Segmentation of Global Helpdesk Outsourcing Market by Geographical 2014-2019

Exhibit 11: Helpdesk Outsourcing Market in the APAC Region 2014-2019 (US$ billion)

Exhibit 12: Helpdesk Outsourcing Market in the EMEA Region 2014-2019 (US$ billion)

Exhibit 13: Helpdesk Outsourcing Market in the Americas 2014-2019 (US$ billion)

Exhibit 14: CSC: Business Segmentation by Revenue 2013

Exhibit 15: CSC: Business Segmentation by Revenue 2012 and 2013 (US$ billion)

Exhibit 16: CSC: Geographical Segmentation by Revenue 2013

Exhibit 17: HCL Technologies: Business Segmentation by Revenue 2013

Exhibit 18: HCL Technologies: Business Segmentation by Revenue 2012 and 2013 (US$ million)

Exhibit 19: HCL Technologies: Geographical Segmentation by Revenue 2013

Exhibit 20: HP Enterprise Services: Service Segmentation

Exhibit 21: IBM: Business Segmentation

Exhibit 22: IBM: Revenue Segmentation by Business 2013

Exhibit 23: IBM: Revenue Segmentation 2013

Exhibit 24: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)

Exhibit 25: IBM: Revenue Segmentation by Geography 2013

Exhibit 26: Qcom Outsourcing: Key Technologies

Exhibit 27: Wipro: Revenue by Business Segmentation 2014

Exhibit 28: Wipro: Revenue by Business Segmentation 2013 and 2014 (US$ billion)

Exhibit 29: Wipro: Revenue by Geographical Segmentation 2014




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Publisher Name : Technavio

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