Gartner Research

Market Trends: End-User Service Value Crisis Demands Investment and Innovation

Published: 29 March 2013

ID: G00247560

Analyst(s): Gianluca Tramacere, Rob Addy

Summary

Buyers' extreme focus on cost reduction has created service desk stagnation. Workspace services also appear redundant. Service providers must create a value proposition to go beyond the reduction of productivity loss and drive business value.

Table Of Contents

Introduction

Market Trend

  • Value Must Be Shown to Go Beyond Cost Reduction
    • Strengths
    • Weaknesses
    • Opportunities
    • Threats
  • The End-User and Workspace Services Radar
  • Market Stagnation and Buyer Inertia Must Be Overcome If Providers Are to Survive
    • The Short-Term Outlook for EUS Providers
    • The Midterm View for EUS Providers
    • The Long-Range Perspective for EUS Providers

Contrarian View

  • Hold Tight and Keep Doing the Same; We May Actually Survive This Crisis With Limited Collateral Damage

Vendors to Watch

Conclusions

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.