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Worldwide Technical Support and Help Desk Business Process Outsourcing Forecast and Analysis, 2004-2008Product Type: Market Research ReportPublished by: IDC Published: January 2004 Product Code: R104-14549 Description This IDC study presents the annual update to the five-year forecast for the
worldwide market for outsourced technical support and help desk services. The
purpose of this document is to identify and quantify the impact of recent
trends and events influencing the support services opportunity through 2003 and
their impact on the five-year forecast. Particular attention is paid to the
near-term years (i.e., 2004 and 2005).
The document answers the following questions:
y What are IDC's predictions and assumptions relating to market forces
affecting the technical support and help desk services market, and what impact
will they have on the market forecasts?
y Which assumptions are of sufficient importance that a change in the
assumption would result in a change in the market forecasts?
y What impact will developments in this market have on the players in the
market?
y How might the development predicted in this market affect the revenue of the
players?
y Who are the leading players across the technical support and help desk
services landscape?
"Despite the current economic climate, opportunities remain within the
technical support and help desk services marketplace. Being attuned to cost
containment, ROI, and business process optimization, however, must be your
mantra if you plan to survive and thrive," said Brian J. Bingham, manager for
CRM and Customer Care research at IDC.Table of Contents Table of Contents IDC Opinion In This Study Methodology Definitions Technical Support Outsourcing Figure: Technical Support Outsourcing Model Primary Segments Included Under Technical Support Outsourcing Help Desk Outsourcing Primary Segments Included Under Help Desk Outsourcing Level 1 and Level 2 Support Level 1 Support Level 2 Support Discrete Versus Bundled Outsourcing Contracts Contract Pricing Structures Defined Executive Summary Situation Overview Future Outlook Forecast and Assumptions Assumptions Table: Key Forecast Assumptions for the Outsourced Technical Support and Help Desk Services Market, 2004-2008 Macroeconomic Trends Key Buyer Trends Key Vendor Trends Worldwide Forecast Summary Table: Worldwide Technical Support and Help Desk Outsourcing Spending, 2003-2008 ($M) Figure: Worldwide Technical Support and Help Desk Outsourcing Spending, 2003 and 2008 Technical Support: Market Forecast, 2003?2008 Forecast by Support Category Software Support Table: Worldwide Technical Support Outsourcing Spending by Support Category, 2003-2008 ($M) System Support Other Device Support Forecast by Region Americas Table: Worldwide Technical Support Outsourcing Spending by Region, 2003-2008 ($M) Other Regional Markets Help Desk Services: Market Forecast, 2003?2008 Table: Worldwide Help Desk Outsourcing Spending by Support Category, 2003-2008 ($M) Forecast by Support Category Inquiry Management PC Support Server Support Forecast by Region Americas Table: Worldwide Help Desk Outsourcing Spending by Region, 2003-2008 ($M) Other Regional Markets Outsourced Technical Support and Help Desk Services Competitive Leadership Grid Methodology Inclusion in the IDC Leadership Grid Figure: IDC Leadership Grid: Outsourced Technical Support and Help Desk Services Market Definition of IDC Leadership Grid Parameters X-Axis: Opportunity Alignment Y-Axis: Ability to Gain Share Market Drivers Factors Contributing to the Growth of Technical Support Services Factors Contributing to the Growth of Help Desk Services Essential Guidance Guidance for Services Providers Guidance for Vendors Looking to Outsource Learn More Related Research Synopsis |
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