2014 IDC Service Desk MarketScape

An Analyst Report Courtesy of Pinnacle BCS

 Key Points:

  • Service desk software is experiencing a period of rapid innovation and growth
  • Vendors need to evolve to keep up with the ‘four pillars’ of changes to the IT Ecosystem
  • The proliferation of mobile, tablets and BYOD is increasing the complexity of service management tasks.

The vendor inclusion criteria in the report is designed to enable the evaluation of service desk management solutions, including on-premises and in the cloud. This study is a quantitative and qualitative assessment of the characteristics that explain a vendor’s success in the marketplace and help anticipate a vendor’s ascendancy.

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