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Global Helpdesk Automation Market 2015-2019

  • August 2015
  • -
  • Infiniti Research Limited
  • -
  • 55 pages

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

Global Helpdesk Automation Market 2015-2019
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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