Report Date: March 2011 The market for help desk outsourcing services remains mature. However, Gartner has added two external service providers to this years Magic Quadrant and excluded three previous participants. The main reasons for this shift in the service provider landscape are acquisitions, mergers and expanded offerings from service providers in other complementary infrastructure offerings, such as data center services and network services. In addition, vendors have added new tools that have changed and improved their end-to-end delivery capabilities, as well as several alternative call request channels, such as e-mail, instant messaging and Web access, which are now typically included in todays help desk service offerings. Moreover, external service providers that have participated in the help desk Magic Quadrant for many years recognize the capabilities of other providers. More specifically, providers that have never operated in the help desk outsourcing space offer tools, such as remote infrastructure management, that are gaining more of a presence in this space. Providers already in the help desk market have access to and are using these new tools and technologies, which is leading to associated process changes. This is leading to inevitable changes in the competitive positioning of providers in the North American help desk market.
Mentions: CompuCom, CSC, Dell, HP, HCL Technologies, IBM, Siemens IT Solutions and Services, Unisys, ACS, A Xerox Company, Stefanini TechTeam, Ciber, Technisource, Pomeroy, Wipro, Genpact, CGI, Verizon, Maintech, GlobalServe, Patni Computer Systems, Fujitsu
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Topics: Market Research, Competitive Intelligence, Competitive Strategy, Market Intelligence