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Optimizing the Help Desk with eSupport: An Industry Perspective, Client Case Study, and HP ProfilePublished by: IDC Published: Jul. 14, 2006 - 13 Pages Table of ContentsTable of Contents IDC Opinion In This Study Executive Summary Situation Overview Introduction Factors Contributing to the Overall Growth of Help Desk Services Current Industry Dynamics Help Desk Self-Service Industry Dynamics Vendor Profile: HP Product/Service Offerings: HP Service Desk with eSupport Service Overview Benefits Features at a Glance Geographic Coverage Clients and Contracts Target Markets Case Study: The Dow Chemical Company HP Service Desk Solutions at Dow Vendor Selection: Why HP? Solution Delivery and Implementation: Changing Requirements, Goals Best Practices: eSupport Portal Brings Innovative Services Analysis of Challenges and Opportunities: Management of Change Process Ensures Adoption of eSupport Assessment of Future Directions: Future Likely to Bring Change Future Outlook Technology: A Component of an Organization-Specific Strategic Solution Considerations for Success Essential Guidance Guidance for Organizations Looking to Outsource Self-Service-Specific Guidance Learn More Related Research Definitions Help Desk Outsourcing Primary Segments Included Under Help Desk Outsourcing Levels of Support Self-Service or Level 0 Support Level 1 Support Level 2 Support Synopsis AbstractThis IDC study highlights the burgeoning market for help desk services and pays particular attention to the role of self-service as a key element in transforming the service desk environment through a "management of change" approach. IDC has increasingly found self-service technology being sought as a way to dramatically reduce the costs of support to end users. However, the business benefits have not been realized to support the investment in this technology. Companies interested in pursuing a self-service strategy in their help desk environment should be aware of the elements that enable and drive the adoption of such services. The document answers the following questions: What are IDC's predictions and assumptions related to market forces affecting the technical support and help desk services market, and what effect will they have on the market growth? Which factors are most important to the success of outsourcing? What effects will self-service have on suppliers and buyers in the market? How might the development predicted in this market affect the positioning of help desk service providers?"Many opportunities exist within the technical support and help desk services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be your mantra if you plan to gain share and thrive," said Brian J. Bingham, director for CRM and Customer Care BPO research at IDC. Get Full Details About This Report >> |
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