Gartner Research

The 2011 IT Service Desk Market Landscape

Published: 28 October 2011

ID: G00223264

Analyst(s): Jeffrey Brooks, Jarod Greene


The vendor landscape for IT service desk solutions is continually changing in breadth and depth. As new and established providers vie for business, and the software-as-a-service platform for delivery continues to evolve, competition remains strong. Here, we provide a comprehensive list of vendors.

Table Of Contents
  • Overview


  • Market Analysis
  • The Global Vendor Landscape
  • Market Trends
    • Proliferation of the SaaS Licensing and Deployment Model
    • Reduction of ITSD Tool TCO
    • Understanding Basic Tools Versus ITSM Solutions
    • Differentiation via ITSM and ITOM

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