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Gartner's Dataquest Says E-Support Technologies to Help Drive Worldwide Help Desk Market to $3.3 Billion in 2004
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San Jose, Calif., September 11, 2000 — The worldwide help desk market is on pace to reach $1.3 billion in 2000, an increase of 30 percent over 1999 revenue of $992 million, according to Dataquest Inc., a unit of Gartner Group, Inc. (NYSE: IT and ITB). The market is projected to maintain double-digit growth through 2004 when revenue will top $3.3 billion.
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"Winning vendors in the help desk market will embrace the move to e-support," said Carolyn DiCenzo, chief analyst for Dataquest's Network, System and Storage Management Software Worldwide program. "They will also add an increasingly stronger portfolio of added functionality, including richer support for asset management and change management capabilities."
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Computer Associates led the market in 1999 with 40 percent market share based on a collection of mainframe and distributed asset management and help desk products gained from various acquisitions. IBM’s 15 percent share also was gained with the help of its mainframe product. Peregrine Systems jumped ahead of Remedy for the first time, based on Peregrine’s strong focus on internal IT support at a time when Remedy is looking to the CRM market for more of its revenue.
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"As the market looks to self-help tools to provide better and more cost-effective support to users, both the help desk and the CRM markets will benefit," Ms. DiCenzo said. "Winning vendors will provide solutions that help IS organizations leverage existing and new technologies to empower employees with self-support technologies."
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Additional analysis is available in the Research Brief titled "Help Desk Market to Benefit From E-Support Technologies." This document addresses the size of the help desk software market, the key players and how they differentiate themselves.
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This document is published by Dataquest's Network, System and Storage Management Software Worldwide program. This program provides in-depth market analysis of network, system and storage management software (NSSM) markets to help developers, business planners and investors understand the industry dynamics, movers and shakers, and competitive trends. More information on this program is available on Dataquest's Web site at http://www.dataquest.com.
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To subscribe to this program, please call 800-419-DATA, or 408-468-8009. More information about Dataquest's programs, descriptions of recent research reports, and full text of press releases can be found on the Internet at www.dataquest.com.
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Additional analysis on the outlook for the software industry will be provided during Gartner's Symposium/ITxpo 2000, October 16-20 in Lake Buena Vista, Florida. This event is the IT industry's largest and most strategic conference providing business leaders with a look at the future of IT. Some of the speakers at this year's event include Hewlett-Packard's chairman and CEO, Carly Fiorina; Sun Microsystems' chairman and CEO, Scott McNealy; and Microsoft's president and CEO, Steve Ballmer. To register for Gartner's Symposium/ITxpo 2000, please call 1-800-778-1997 or 1-203-316-6757, or go to www.gartner.com/symposium. Members of the media can register by contacting Lisette Kwong at 1-212-320-2330 or lkwong@tsicomm.com.
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Gartner's Dataquest is the recognized leader in providing the high-technology and financial communities with market intelligence for the semiconductor, computer systems and peripherals, communications, document management, software, and services sectors of the global information technology industry.
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Gartner provides unrivaled thought leadership for more than 10,000 organizations, helping clients to achieve their business objectives through the intelligent and efficient use of technology. Additionally, Gartner helps technology companies identify and maximize technology market opportunities. Gartner's technology content and strong brand reach IT professionals globally through Gartner Research, its research and advisory unit, Gartner Services, its custom consulting unit; Gartner Events, including Gartner's renowned Symposia; and, at www.gartner.com.
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