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


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


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


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