IDC MarketScape: Worldwide Service Desk Software Analysis

A Vendor Assessment of the Service Desk Software Market

IDC MarketScape Worldwide Service Desk Software Analysis

Key takeaways...

  • Service desk software is experiencing a period of rapid innovation, and growth
  • Vendors need to evolve to keep up with the 'four pillars' of changes to the IT Ecosystem
  • The proliferation of mobile, tablets, and BYOD is increasing the complexity of service management tasks.

The vendor inclusion criteria in the report is designed to enable the evaluation of service desk management solutions, including on-premises, and in the cloud. This study is a quantitative and qualitative assessment of the characteristics that explain a vendor's success in the marketplace, and help anticipate a vendor's ascendancy. 

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