Gartner Research

Survey Analysis: China Offers ITSSM Tools Vendors New Opportunities to Expand Global Market Presence

Published: 04 September 2013

ID: G00255566

Analyst(s): Chris Matchett, Jeffrey Brooks, Jarod Greene, Matthew Cheung


For IT operations management vendors, China might seem like a large and significant financial opportunity. To stand a chance of growing success in the Chinese market, vendors must first understand key differences in how Chinese I&O organizations interpret their current service management state.

Table Of Contents

Survey Objective

Data Insights

  • IT Service Desk Strategy in China Is Flexible and Combines Internal and Outsourcing
  • IT Service Desk Process Remains Traditional
  • IT Service Desk Dealing With BYOD — Focus Is on Mobile PCs
  • Business Outcomes Drive IT Service Desk Measures
  • Technology
  • Bottom Line
  • Methodology
  • Survey Demographics

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