The global need for personal computers has grown considerably in the commercial sector over the past few years owing to their increased use for vital business purposes. Factors such as loss of productivity due to system downtime, a significant loss of data due to security breaches and meager backup procedures are compelling companies to advance their desktop management and offer helpdesk services.
Improving IT services, capital conversation, and cost reduction are the foremost drivers for the global desktop management and helpdesk services. Also, the necessity to maximize user efficiency, increase control and to thoroughly understand use and accessibility of PC enterprise assets are similarly driving firms towards desktop management & helpdesk services.
The advantages of merging desktop management with helpdesk products are; customers are no longer needed to log in gateways to submit requests as they can be recorded from their computers. Moreover, it enables automated ticket transmission. The customizable subject line benefits administrators to organize the helpdesk query to automate a task based on the subject lines entered while logging in. These advantages are expected to propel industry growth over the next seven years.
Ongoing alliance of legacy systems replacement and service desks with high-performance PCs and desktops by massive enterprises, lack of internal proficiency on enterprise software and hardware among small and medium enterprises are further driving demand for global desktop management and helpdesk services, and this trend is expected to continue over the forecast period.
The global market is divided across various geographic regions and verticals. Escalating prices of IT support and configuration is the key driving factor behind growing desktop management and helpdesk services demand. Datamonitor established the Decision Matrix to aid businesses to select desktop management vendors based on their reputation amongst customers, technology strength, and impact in the market. Datamonitor offers a broad view of vendor abilities and guides on which a consumer can explore, contemplate and, most prominently, shortlist.
The twelve segments of desktop management are change and configuration management, patch management, security management, remote support, asset management, provisioning, strategy & execution, offering scalability, offering breadth and depth, offering maturity, support and use of industry standards, and interoperability and integration.
The global desktop management and helpdesk market experienced substantial growth over the last few years. North America, with around 40.0 % of the global market share, governs the highly fragmented global desktop management industry as it is the hub of IT services. Asia Pacific is supposed to record maximum growth rate among all regions within the desktop management service market, as countries such as India, China, Japan have been highly contributing to the market.
HP’s and IBM leadership in IT systems management has been spreading into the desktop management market. LANDesk (Avocent) is one of the chief technology leaders. However, it is not used on a large scale on account of its comparatively narrow coverage.
Symantec is a tuff competitor in the desktop management markets due to its merger with Altiris. The key market players in the global market for desktop management and helpdesk services includes IBM, Microsoft, Novell, Altiris (Symantec), LANDesk (Avocent), BMC, CA, and HP.
HP, Microsoft, and IBM have robust brand recognition which has been influencing high consumption. These three vendors have the maximum ratings in all segments except one of the users sentiment category. However, Microsoft and HP do not receive a high grade regarding the superiority of their products, although this does not disturb complete consumer sentiment. IBM is one of the only vendors that is present in every industry segment.
HP overtakes its competitors regarding market influence. It is steady among the leaders in every impact market category. It is also distinctly ahead in terms of revenue growth and the size of its mounted base. This lead is mainly due to HP’s effective channel strategy and its loyal, open view customer base. Microsoft’s market impact score was magnified slightly by its sturdy brand recognition, as well as its rapid growth.
Changing business requirements and technology and growth in mergers and acquisitions have left IT managers with the undesirable task of observing ever-changing IT environment and assets. This has led to the incorporation and the management of operating systems, applications. IT operations are expensive, and the day-to-day supervision of users and their desktop atmospheres have been enhanced significantly to those prices.
Desktop management solutions will assist a wide range of organizations and the demand for these solutions is expected to increase over the next seven years. These trends which will influence the global market for desktop management and helpdesk services over the forecast period.
The overlap among IT systems and desktop management will rise as the two markets appear are interconnected. In addition, numerous desktop management vendors will increase the benefits of desktop management solutions in smaller enterprises, and as the market develops, key vendors will extend their coverage. These trends are expected to have a positive impact on the industry over the forecast period.
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