ICT Media

Global Helpdesk Automation Market 2015-2019

  • TEC280141
  • 66 Pages
  • August 2015
  • ICT Media

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?


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