How to Stay Competitive in a Commoditized IT Service Desk Market

G00248515

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Summary

The $1.4 billion IT service desk market has become commoditized in terms of features, functionality, services and pricing. To remain competitive, vendors must differentiate via marketing and sales strategies, new licensing models, and functionality focused on mobility and social collaboration.

Table of Contents

  • Analysis
  • Impacts and Recommendations
    • The commoditization of IT service desk functionality and pricing is forcing software vendors to focus on sales and marketing as competitive differentiators
    • Standardized and competitive pricing models are pressuring IT service desk vendors to look for alternative licensing and implementation models
    • The use of mobile and social networking functionality as sales and marketing avenues provides opportunities for IT service desk vendors to remain competitive
  • Recommended Reading
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