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Global Help Desk Outsourcing Market 2015-2019

  • April 2015
  • -
  • Infiniti Research Limited
  • -
  • 92 pages

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?

Table Of Contents

Global Help Desk Outsourcing Market 2015-2019
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 services
06.1.2 Remote dedicated help desk services
06.1.3 Shared help desk services
06.2 Global help desk outsourcing market
06.2.1 Market size and forecast
06.3 Five forces analysis
07. Market Segmentation by Service
07.1 Segmentation of global help desk outsourcing market by service
07.2 Global outsourced first and second-level help desk services
07.2.1 Market size and forecast
07.3 Global outsourced technical support help desk services
07.3.1 Market size and forecast
08. Market Segmentation by End-user
08.1 Global help desk outsourcing market by end-user
09. Geographical Segmentation
09.1 Segmentation of global help desk outsourcing market by geography
09.2 Help desk outsourcing market in APAC
09.2.1 Market size and forecast
09.3 Help desk outsourcing market in EMEA
09.3.1 Market size and forecast
09.4 Help desk outsourcing market in 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 and2013
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 help desk outsourcing services
Exhibit 3: Global help desk outsourcing market 2014-2019 ($ billion)
Exhibit 4: Segmentation of global help desk outsourcing market by service 2014
Exhibit 5: Segmentation of global help desk outsourcing market by service 2014-2019
Exhibit 6: Global outsourced first and second-level help desk services 2014-2019 ($ billion)
Exhibit 7: Global outsourced technical support help desk services 2014-2019 ($ billion)
Exhibit 8: Projected impact on business and adoption rate by end-user
Exhibit 9: Segmentation of global help desk outsourcing market by geography 2014
Exhibit 10: Segmentation of global help desk outsourcing market by geography 2014-2019
Exhibit 11: Help desk outsourcing market in APAC 2014-2019 ($ billion)
Exhibit 12: Help desk outsourcing market in EMEA 2014-2019 ($ billion)
Exhibit 13: Help desk outsourcing market in Americas 2014-2019 ($ billion)
Exhibit 14: CSC: Business segmentation by revenue 2013
Exhibit 15: CSC: Business segmentation by revenue 2012 and 2013 ($ 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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