IT Service Desk
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This research includes findings from: * 197 survey completes * 5 attendees CIO focus group * 6 CIO primary research interviews *
IT service desk is an establish sector dating back more than 30 years, and is essential to modern business – not just for its incident-handling capabilities, but new proficiencies such as asset-, change- and SLA management.
Through talking to 200 ITSD end users, as well as multiple interviews and focus groups, Computing Delta has created a comprehensive, independent report on the UK and European market for service desk tools.
This report covers the following areas:
- General and specific market trends – such as the shift to SaaS, controversy around ITIL and the move to self-service – and how each vendor is addressing them.
- Analysis of rising and falling vendors in the market, including their history, funding sources, solutions, pricing and positioning.
- End-user perceptions of vendors and solutions, showing exactly what features and elements UK IT leaders consider important.
Table of contents
ITSD Vendor Ratings
- Interacting with charts
- Methodology
- ITSD Vendors
- ITSD Vendor Solution Factors
- ITSD Vendor Solution Features
Executive Summary
- Key findings
The ITSD Marketplace
- Introduction
- General trends in ITSD
- Outsourcing
- Service integration and management (SIAM)
- All-in-one solutions
- Adoption of SaaS
- Mobility
- Modern ITSD
- Future trends
- ITSD dropping ‘IT’
- AI and automation
- Self-service
- Factors in choosing a vendor or solution
- Vendor awareness
- Leading vendors
- Falling vendors
- End-user sentiment
- Negotiations
Conclusions
Appendix
ServiceNow
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Zendesk
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Atlassian
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
BMC
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Salesforce
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Solarwinds
- Summary
- Company background
- Web Help Desk
- ipMonitor
- Dameware Remote Everywhere
- Dameware Remote Support
- Mobile Admin
- Pricing
- Web Help Desk
- ipMonitor
- Dameware Remote Everywhere
- Dameware Remote Support
- Mobile Admin
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Zoho
- Summary
- Company background
- Pricing
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Freshworks
- Summary
- Company background
- Freshdesk
- Freshservice
- Pricing
- Freshdesk
- Freshservice
- Resellers
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- In the news
- Appendix
Hornbill
- Summary
- Company background
- Pricing
- Adoption
- Positive sentiment
- Negative sentiment
- Negotiation
- Appendix
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