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Worldwide Technical Support and Help Desk Business Process Outsourcing 2006-2010 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: February 2006 Product Code: R104-24274 Description
This IDC study presents our latest 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 effects of recent trends and events influencing the support services opportunity through 2005 and their impact on the five-year forecast. Particular attention is paid to the near-term years (i.e., 2005 and 2006). The document answers the following questions: What are IDC's predictions and assumptions related to market forces affecting the technical support and help desk services market, and what effect will they have on the market forecasts? Which assumptions are of sufficient importance that a change in the assumption would result in a change in the market forecasts? What effects will developments in this market have on the players in the market? How might the development predicted in this market affect the revenue of the players?"Many opportunities exist 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 gain share and thrive," said Brian J. Bingham, director for CRM and Customer Care BPO research at IDC. Table of Contents
Table of ContentsIDC Opinion In This Study Methodology Definitions Technical Support Outsourcing Figure: Technical Support Outsourcing Diagram 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 Worldwide Technical Support and Help Desk Outsourcing Market, 2006-2010 Macroeconomic Trends Key Buyer Trends Key Vendor Trends Worldwide Forecast Summary Table: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005-2010 ($M) Figure: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005 and 2010 Technical Support: Market Forecast, 2005?2010 Forecast by Support Category Software Support Table: Worldwide Technical Support Outsourcing Spending by Support Category, 2005-2010 ($M) Hardware Support Forecast by Region Americas Table: Worldwide Technical Support Outsourcing Spending by Region, 2005-2010 ($M) Other Regional Markets Help Desk Services: Market Forecast, 2005?2010 Forecast by Support Category Software Support Table: Worldwide Help Desk Outsourcing Spending by Support Category, 2005-2010 ($M) Hardware Support Inquiry Management Forecast by Region Americas Other Regional Markets Table: Worldwide Help Desk Outsourcing Spending by Region, 2005-2010 ($M) 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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