Gartner Research

Market Trends: Help Desk and Desktop Outsourcing Competitive Metrics, North America

Published: 01 June 2011

ID: G00211383

Analyst(s): David Ackerman , William Maurer , Bryan Britz , Helen Huntley

Summary

We highlight operational performance differences among top providers that deliver both help desk and desktop outsourcing. Sales and marketing leaders responsible for these services will compare their relative competitive success in delivering industrialized services to clients.

Table Of Contents
  • Overview

Trends in the Market

  • Bundling of the Services
  • Nondifferentiated Offerings
  • Creating Leverage in Geographic Coverage and Languages Supported
  • Prevailing Cost Reduction Solution Design Principles
  • Underwhelming Client Experiences

Market: The Market Is Moving Toward Industrialized Offerings Due to the Limited Scalability of Early IT Outsourcing Models

  • Defining the Analysis
  • IT Help Desk Services
    • Landscape-Level Operational Metrics
  • Desktop Outsourcing
    • Landscape-Level Operational Metrics
  • Definitions
    • Market Definition

Vendors to Watch

Conclusions

Recommended Reading

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