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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UK and European research, not USA focused or vendor biased

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