Help Desk Software Most Widely Used

• In-house software is most often used in IT organizations

  • 46% of respondents in IDC survey

• User dissatisfactions

  • 17% are somewhat dissatisfied or not satisfied at all
  • Scalability problems
  • Lack of functionality and features
  • Maintenance issues

IDC, Help Desk Metrics and the Current Status of the Help Desk, May 2001, by Fred Broussard

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