Service Desk Applications Market Shows Maturity

摘要

There is almost universal interest in the use of software tools in support of IT service desk management. The maturity of the market is reflected in the pattern of adoption, as shown in Figure 1, where the majority already has the software installed.rnFully 94% of organizations are in some way engaged with automating their IT service desks, according to our survey involving more than 200 IT organizations. Twelve percent are researching or piloting help-desk tools, and 22% are in the process of implementing them. More than one-third (35%) have service desk automation software already installed and are looking to expand their use of it, while another one-quarter have the software but have no current plans to increase their investment.