Global Helpdesk Automation Market 2015-2019

  • Published: Aug 2015
  • Pages: 55
  • SKU: IRTNTR6844

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About helpdesk automation 
In business enterprises, helpdesk technology assists IT users in solving problems. In small and medium-sized companies, a helpdesk is usually handled by a single person with a contact number. In larger companies, a helpdesk is operated by a group of experts who have advanced software at their disposal to monitor and analyze IT problems and their patterns.

The complexity of enterprise networks has caused software and IT systems to evolve. Automation is gaining significant traction among end-users, driven by the need to provide better service to users contacting the helpdesk. Self-help services have also captured the imagination of enterprises. We expect the number of calls per user to see a gradual drop as helpdesk services start becoming more and more technologically advanced and automated.

Technavio's analysts forecast the global helpdesk automation market to grow at a CAGR of 49.3% during 2014-2019.

Covered in this report
This report covers the market size and market share of each end-user. It also includes geographical segmentation of the market.

Technavio's report, Global Helpdesk Automation 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 its growth prospects in the coming years. The report also includes a discussion of the key vendors operating in this market.

Key regions
• Americas        

Key vendors
• BMC Software
• CA Technologies  
• HP Enterprise Services 
• ServiceNow

Other prominent vendors
• Atlassian
• Axios Systems 
• Cherwell Software 
• Freshdesk 
• Happyfox
• Heat Software
• Kayako 
• NTR Global 
• Resolve Systems 
• Sunrise Software 
• SunView Software 
• Vision Helpdesk 
• Vorex 
• Zendesk 
Market driver
• Reduction in level 1 support
• For a full, detailed list, view our report

Market challenge
• Vendors with limited capabilities
• For a full, detailed list, view our report

Market trend
• Automatic escalation on unanswered queries 
• For a full, detailed list, view our report

Key questions answered in this report
• What will the helpdesk automation market size be in 2019 and what will the growth rate be?
• What are the key helpdesk automation 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?

Read More Read Less

01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Product/ Service 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 Need of Automation of Helpdesk Services
06.1.2 Integrated SOA Technology in Helpdesk Services
06.2 Market Size and Forecast
06.3 Five Forces Analysis
07. Market Segmentation by End-users
07.1 Global helpdesk automation Market by End-users 2014
08. Geographical Segmentation
08.1 Global Helpdesk Automation Market by Geographical Segmentation
08.1.1 Americas
08.1.2 APAC
08.1.3 EMEA
09. Key Leading Countries
09.1 US
09.2 France
09.3 UK
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
17.2 Market Share Analysis 2014
17.3 Other Prominent Vendors
17.3.1 Freshdesk
17.3.2 Happyfox
17.3.3 Kayako
17.3.4 Zendesk
17.3.5 Atlassian
17.3.6 Vision Helpdesk
17.3.7 SunView
17.3.8 Cherwell Software
17.3.9 Sunrise Software Ltd.
18. Key Vendor Analysis
18.1 CA Technologies
18.1.1 Introduction
18.1.2 Business segmentation
18.1.3 Business strategy
18.1.4 Geographical segmentation by revenue 2014 and 2015
18.1.5 Recent developments
18.2 BMC Software
18.2.1 Business overview
18.2.2 Product categories
18.2.3 Key facts
18.2.4 Recent developments
18.3 ServiceNow
18.3.1 Key Facts
18.3.2 Business Overview
18.3.3 Business Segmentation by Revenue 2013
18.3.4 Products Segmentation by Revenue 2012 and 2013
18.3.5 Geographical Segmentation by Revenue 2013
18.3.6 Recent Developments
18.3.7 SWOT Analysis
18.4 Landesk
18.4.1 Business overview
18.4.2 Business segmentation
18.4.3 Key facts as of December 2014
18.4.4 Recent developments
18.5 HP Enterprise Services
18.5.1 Key Facts
18.5.2 Business Overview
18.5.3 Service Segmentation
18.5.4 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.


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 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



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


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