What’s Happening in Magic’s Market?
Source: Gartner Group, Service Desk Tiering Model Improves Self-Support Success, December 18 2000, by Kris Brittain
Merrill Lynch, Computer Services, CIO User Survey, January 16, 2002
IDC, Distributed Help Desk Software Market Forecast and Analysis, 2001 - 2005, June 2001, by Fred Broussard
Number of supported applications is increasing
- According to the Gartner Group, in 5 years help desks increased from supporting 20-25 applications to an average of 200 applications
- Growth in hardware devices has increased over 300%
- Average call volume for support to the help desk has increased from less than 1 call to 1.26 calls per employee per month
Budgets are not increasing
- According to a Merrill Lynch survey, 23% of CIOs were not allowed to spend their entire ‘01 IT budget and saw actual IT spending levels decline about 28% during ‘01
Consolidation
- Top 5 vendors control nearly 80% of the market share