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Global Helpdesk Automation Market 2015-2019

Global Helpdesk Automation Market 2015-2019

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?


Press Release

Technavio Announces the Publication of its Research Report – Global Helpdesk Automation Market 2015-2019.

Technavio recognizes the following companies as the key players in the Global Helpdesk Automation Market: BMC Software, CA Technologies, HP Enterprise Services, LANDESK, ServiceNow.

Other Prominent Vendors in the market are Atlassian, Axios Systems, Cherwell Software, Freshdesk, Happyfox, Heat Software, Kayako, NTR Global, Resolve Systems, Sunrise Software, SunView Software, Vision Helpdesk, Vorex, Zendesk.

Commenting on the report, an analyst from Technavio’s team said, “One major trend in this market is widespread adoption of personal devices in workplaces. Organizations are increasingly allowing their employees to bring their personal mobile devices to the workplace and connect them to the company's network. ”

According to the report, one key driver of this market is high demand for automation of routine processes. Automation of helpdesks helps enterprises enhance routine processes in an IT-enabled organization, establish clear baselines for measuring performance, and evaluate whether customer requirements and business goals are being met. Automation of routine processes helps standardize methods, and hence cut costs and save time.

Further, the report states that one of the major challenges is the vendors with limited capabilities. Vendor participation in the market has reduced as some of them lack the capabilities required to render helpdesk services. However, the market growth is dependent on the third-party participation. Third-party participation to generate reports stems has increased because vendors lack the reporting capabilities of third-party vendors.

Companies Mentioned

BMC Software, CA Technologies, HP Enterprise Services, LANDESK, ServiceNow, Atlassian, Axios Systems, Cherwell Software, Freshdesk, Happyfox, Heat Software, Kayako, NTR Global, Resolve Systems, Sunrise Software, SunView Software, Vision Helpdesk, Vorex, Zendesk

  • Executive summary
  • Scope of the report
    • Market overview
    • Top-vendor offerings
      • Table Product offerings
  • Market research methodology
    • Research methodology
    • Economic indicators
  • Introduction
    • Key market highlights
  • Market landscape
    • Market overview
      • Table Integrated helpdesk features
    • Market size and forecast
      • Table Global helpdesk automation market 2014-2019 ($ millions)
    • Five forces analysis
  • Market segmentation by end-user
    • Table Global helpdesk automation market by end-users 2014
  • Geographical segmentation
    • Table Geographical segmentation of global helpdesk automation market 2014
  • Key leading countries
    • Table Key leading countries 2014
    • US
    • France
    • UK
  • Market drivers
  • Impact of drivers
    • Table Impact of drivers
  • Market challenges
  • Impact of drivers and challenges
    • Table Impact of drivers and challenges
  • Market trends
  • Vendor landscape
    • Competitive Scenario
  • Key vendor analysis
    • Market Share Analysis 2014
      • Table Global helpdesk software market by vendors
    • CA Technologies
      • Table CA Technologies: Geographical segmentation by revenue 2014 and 2015
    • BMC Software
    • ServiceNow
      • Table ServiceNow: Business Segmentation by Revenue 2013
      • Table ServiceNow: Product Segmentation by Revenue 2012 and 2013 ($ millions)
      • Table ServiceNow: Geographical Segmentation by Revenue 2013
    • Landesk
    • HP Enterprise Services
      • Table HP Enterprise Services: Service Segmentation
  • Appendix
    • List of abbreviations
  • Explore Technavio

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