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Worldwide Technical Support and Help Desk Business Process Outsourcing 2009-2013 Forecast and Analysis

Product Type: Market Research Report
Published by: IDC
Published: July 2009
Product Code: R104-39604
Description

This IDC study presents our latest forecast for the worldwide market for outsourced technical support and help desk business process outsourcing services. The purpose of this study is to identify trends that will influence the outsourcing opportunity in 2009 and discuss their impact on the long-term worldwide forecast.

In addition to sizing the market opportunity, this document identifies and describes the factors that are expected to influence worldwide demand for outsourced technical support and help desk business process outsourcing services.

Table of Contents
Table of Contents
IDC Opinion


In This Study
Methodology
Definitions
Technical Support Outsourcing
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
Technical Support: Market Forecast, 2005–2013
Forecast by Support Category
Hardware Support
Software Support
Forecast by Region
Americas
Other Regional Markets
Help Desk Services: Market Forecast, 2005–2013
Forecast by Support Category
Software Support
Hardware Support
Inquiry Management
Forecast by Region
Americas
Other Regional Markets
Market Context
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
Methodology
Historical Market Values and Exchange Rates
Synopsis
Table: Key Forecast Assumptions for the Worldwide Technical Support and Help Desk Business Process Outsourcing Market, 2009–2013
Table: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005 and 2013 ($M)
Table: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005–2013 ($M)
Table: Worldwide Technical Support Outsourcing Spending by Support Category,2005–2013 ($M)
Table: Worldwide Technical Support Outsourcing Spending by Region, 2005–2013 ($M)
Table: Worldwide Help Desk Outsourcing Spending by Support Category, 2005–2013 ($M)
Table: Worldwide Help Desk Outsourcing Spending by Region, 2005–2013 ($M)
Table: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005–2013: Comparison of February 2006 and July 2009 Forecasts ($M)
Table: Exchange Rates, 2003–2008 (%)
Figure: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005 and 2013
Figure: Worldwide Technical Support and Help Desk Outsourcing Spending, 2005–2013: Comparison of February 2006 and July 2009 Forecasts
Ordering and More Information
Price and Delivery Options


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