Global Help Desk Outsourcing Market 2015-2019

Published: Apr 2015 Pages: 92 SKU: IRTNTR5688

About Help Desk Outsourcing
Helpdesk outsourcing refers to the process of engaging an external resource or service provider to provide technical support to employees and manage the same. It has gained in popularity over the past few years as firms are seeking to minimize in-house expenses. Apart from the inherent cost advantages, it can aid in enhancing the productivity within a short time because of a well-trained and continuously monitored workforce. Scalability in terms of handling of calls can also be ensured. These services are also providing a competitive edge to the SMBs that do not have the resources to build and maintain a technical help desk.

TechNavio’s analysts forecast the Global Help Desk Outsourcing market to grow at a CAGR of 5.7 percent over the period 2014-2019.

Covered in this Report
The Global Helpdesk Outsourcing market can be segmented into two: Outsourced Level 1 and Level 2 Support Services and Outsourced Technical Helpdesk Support Services. The report also covers the End-user and Geographical segmentation of the Global Helpdesk Outsourcing market.

TechNavio's report, Global Help Desk Outsourcing Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and profile of key vendors operating in this market.

Key Regions
• Americas
• APAC
• EMEA   
    
Key Vendors
• CSC
• HCL Technologies
• HP Enterprise Services
• IBM
• Qcom Outsourcing
• Wipro

Other Prominent Vendors
 • Atos
• Attivasoft
• CGI Group
• Ciber
• CompuCom
• Dell
• Dynasis
• Fujitsu
• Genpact
• Getronics
• Hudson Software
• Inforonics Global Services
• Iyogi
• Kayako
• Maintech
• Northrop Grumman
• Pomeroy
• Stefanini
• Support.com
• TCS
• TELUS International
• T-System
• Unisys
• Xerox
 
Market Driver
• Consumerization of IT
• For a full, detailed list, view our report

Market Challenge
• Risk of Data Security Breach
• For a full, detailed list, view our report

Market Trend
• Integration of Helpdesk with IT Management Software
• For a full, detailed list, view our report

Key Questions Answered in this Report
• What will the help desk outsourcing market size be in 2019 and what will the growth rate be?
• What are the key help desk outsourcing market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?

01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Product Offerings
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology
05. Introduction
06. Market Landscape
06.1 Market Overview
06.1.1 On-site Service Desk
06.1.2 Remote Dedicated Helpdesk Services
06.1.3 Shared Helpdesk Services
06.2 Market Size and Forecast
06.2.1 Market Size and Forecast
06.3 Five Forces Analysis
07. Market Segmentation by Service
07.1 Global Helpdesk Outsourcing by Service Segmentation
07.2 Global Outsourced First and Second level Helpdesk Services
07.2.1 Market Size and Forecast
07.3 Global Outsourced Technical Support Helpdesk Services
07.3.1 Market Size and Forecast
08. Market Segmentation by End-users
08.1 Global Helpdesk Outsourcing Market by End Users
09. Geographical Segmentation
09.1 Global Helpdesk Outsourcing Market by Geographical Segmentation
09.2 Helpdesk Outsourcing Market in the APAC Region
09.2.1 Market Size and Forecast
09.3 Helpdesk Outsourcing Market in the EMEA Region
09.3.1 Market Size and Forecast
09.4 Helpdesk Outsourcing Market in the Americas
09.4.1 Market Size and Forecast
10. Buying Criteria
11. Market Growth Drivers
12. Drivers and their Impact
13. Market Challenges
14. Impact of Drivers and Challenges
15. Market Trends
16. Trends and their Impact
17. Vendor Landscape
17.1 Competitive Scenario
17.1.1 Key News
17.2 Key Vendors, 2014
17.3 Other Prominent Vendors
17.3.1 Atos
17.3.2 AttivaSoft
17.3.3 CGI Group
17.3.4 Dynasis
17.3.5 Getronics
17.3.6 Hudson Software
17.3.7 Inforonics Global Services
17.3.8 iYogi
17.3.9 Kayako
17.3.10 Northrop Grumman
17.3.11 Support.com
17.3.12 TCS
17.3.13 TELUS International
17.3.14 T-Systems
17.3.15 Unisys
18. Key Vendor Analysis
18.1 CSC
18.1.1 Key Facts
18.1.2 Business Overview
18.1.3 Business Segmentation by Revenue 2013
18.1.4 Business Segmentation by Revenue 2012 and 2013
18.1.5 Geographical Segmentation by Revenue 2013
18.1.6 Business Strategy
18.1.7 Recent Developments
18.1.8 SWOT Analysis
18.2 HCL Technologies
18.2.1 Key Facts
18.2.2 Business Overview
18.2.3 Business Segmentation by Revenue 2013
18.2.4 Business Segmentation by Revenue 2012 and 2013
18.2.5 Geographical Segmentation by Revenue 2013
18.2.6 Business Strategy
18.2.7 Recent Developments
18.2.8 SWOT Analysis
18.3 HP Enterprise Services
18.3.1 Key Facts
18.3.2 Business Overview
18.3.3 Service Segmentation
18.3.4 SWOT Analysis
18.4 IBM
18.4.1 Key Facts
18.4.2 Business Description
18.4.3 Business Segmentation
18.4.4 Revenue Segmentation by Business Segment
18.4.5 Revenue Segmentation by Business Operation
18.4.6 Revenue Comparison of Business Segments 2012 and 2013
18.4.7 Revenue Segmentation by Geography
18.4.8 Business Strategy
18.4.9 Key Developments
18.4.10 SWOT Analysis
18.5 Qcom Outsourcing
18.5.1 Key Facts
18.5.2 Business Overview
18.5.3 Key Technologies
18.5.4 SWOT Analysis
18.6 Wipro
18.6.1 Key Facts
18.6.2 Business Overview
18.6.3 Revenue by Business Segmentation 2014
18.6.4 Revenue by Business Segmentation 2013 and 2014
18.6.5 Revenue by Geographical Segmentation 2014
18.6.6 Business Strategy
18.6.7 Recent Developments
18.6.8 SWOT Analysis
19. Other Reports in this Series

Research Framework

Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

INFORMATION SOURCES

Primary sources

  • Manufacturers and suppliers
  • Channel partners
  • Industry experts
  • Strategic decision makers

Secondary sources

  • Industry journals and periodicals
  • Government data
  • Financial reports of key industry players
  • Historical data
  • Press releases

DATA ANALYSIS

Data Synthesis

  • Collation of data
  • Estimation of key figures
  • Analysis of derived insights

Data Validation

  • Triangulation with data models
  • Reference against proprietary databases
  • Corroboration with industry experts

REPORT WRITING

Qualitative

  • Market drivers
  • Market challenges
  • Market trends
  • Five forces analysis

Quantitative

  • Market size and forecast
  • Market segmentation
  • Geographical insights
  • Competitive landscape

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Key Questions Answered

  • What are the key global market and the regional market share?
  • What are the revenue-generating key market segments?
  • What are the key factors driving and challenging this market’s growth?
  • Who are the key market vendors and their growth strategies?
  • What are the latest trends influencing the growth of this market?
  • What are the variables influencing the market growth in the primary regions?
  • What are the factors influencing the growth of the parent market?

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