Service Desk Software Prime Focus for IT Investment

July, 2009


Tools for automating the IT service desk (help desk) are part of a mature market. Still, as IT budgets are tightened, demand for help-desk services continues to escalate and the bottom-line benefits of automated, efficiency-enhancing tools have become increasingly attractive. In this study, we examine adoption trends and current investment activity for service desk software by organization size and industry sector. We also discuss types of service desk software and provide our assessment on key factors IT organizations should consider when investing in service desk automation tools. (9 pp., 5 figs.)
[Executive Summary]