Market Overview:
The global service desk solutions market is expected to grow at a CAGR of 10.8% from 2018 to 2030. The growth of the market can be attributed to the increasing demand for cloud-based service desk solutions and the growing trend of BYOD (Bring Your Own Device). Additionally, the rising adoption of service desk solutions by small and medium businesses (SMBs) and large enterprises is also contributing to the growth of this market. However, lack of awareness about service desk solutions among end users is restraining the growth of this market. On premise-based service desk solutions are expected to dominate the global market during the forecast period owing to their low cost as compared to cloud-based services. Cloud-based services are projected to grow at a higher CAGR than on premise-based services during 2018–2030 due its advantages such as scalability, flexibility, and reduced TCO (Total Cost Of Ownership).
Product Definition:
Service Desk Solutions (SDS) is a term used in the information technology industry to describe a software system that helps organizations manage and track service requests from customers or employees. SDS can also include functionality to assign and manage work orders to support staff, as well as keep track of customer or employee contact information, ticket history, and other related data.
Cloud based:
Cloud based is a model of delivering software-as-a-service (SaaS) that provides shared pools of storage and processing power. It helps in reducing costs by eliminating the need for buying, installing, maintaining and upgrading hardware appliances. In addition to this, it also helps in providing flexibility to businesses by allowing them to store data on remote servers rather than relying solely on local storage devices.
On Premise:
On premise is a term used for software or hardware installed at the customer's site. It can be used in reference to any system or application that requires end-users to supply data and instructions manually and then process it on the fly. On premise systems are often referred to as "on shelf" systems, since they are placed on a store shelf (or other surface) at the customer's site.
Application Insights:
The Small and Medium Businesses (SMBs) segment held the largest market share in 2017. This can be attributed to the fact that most of the SMBs have limited IT resources and therefore, they opt for a service desk solution that helps them manage their services effectively. The large enterprises segment is expected to grow at a significant rate over the forecast period owing to factors such as increasing number of customer complaints regarding unavailability of support personnel on weekends and holidays, growing need for automation in order to improve response time as well as reduce costs, rising demand for innovative solutions by large organizations.
The global service desk solutions market has witnessed tremendous growth over recent years due to its benefits such as improved availability while handling support calls, real-time tracking & monitoring of service requests, effective communication with customers through chat/email etc.
Regional Analysis:
North America is expected to be the key regional market over the forecast period owing to early adoption of technologies and services. The region accounted for more than 35% revenue share in 2016, which is anticipated to decline gradually over the forecast period due to saturation. However, Asia Pacific is expected to witness significant growth from 2017 till 2030 due mainlyto increasing IT infrastructure spending by enterprises and rapid digitalization in economies such as India and China. Moreover, rising demand for improved customer service experience across various industries will drive regional growth further.
The SMBs segment dominated the overall market with a revenue share of more than 60% in 2016; however large enterprises are also investing heavily in these solutions owing their growing need for efficient help desk management practices that enable them deliver high-quality services on time & within budget while meeting regulatory requirements & standards set by customers’ expectations at minimal cost & effort.
Growth Factors:
- Increased demand for service desk solutions from small and medium-sized businesses (SMBs) due to the growing complexity of IT infrastructure and services.
- The increasing trend of Bring Your Own Device (BYOD) in the workplace, which has led to a surge in the number of help desk tickets related to personal devices.
- Rapid adoption of cloud-based service desk solutions by organizations as they move away from on-premises IT infrastructure and operations.
- Growing demand for integrated service desk solutions that can manage both IT and non-IT support requests simultaneously.
- Proliferation of digital technologies such as big data, artificial intelligence (AI), machine learning, etc., which are creating new opportunities for service desk solution providers to deliver innovative offerings that improve customer experience
Scope Of The Report
Report Attributes
Report Details
Report Title
Service Desk Solutions Market Research Report
By Type
Cloud based, On Premise
By Application
SMBs, Large Enterprises
By Companies
Samanage, Freshservice, ManageEngine ServiceDesk, JIRA Service Desk, Zendesk, Track-It!, BMC Remedy 9, Cherwell IT Service Management, Agiloft, Re:Desk, ServiceNow, GoToAssist, Spiceworks, EasyVista, Wolken
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
212
Number of Tables & Figures
149
Customization Available
Yes, the report can be customized as per your need.
Global Service Desk Solutions Market Report Segments:
The global Service Desk Solutions market is segmented on the basis of:
Types
Cloud based, On Premise
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
SMBs, Large Enterprises
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Samanage
- Freshservice
- ManageEngine ServiceDesk
- JIRA Service Desk
- Zendesk
- Track-It!
- BMC Remedy 9
- Cherwell IT Service Management
- Agiloft
- Re:Desk
- ServiceNow
- GoToAssist
- Spiceworks
- EasyVista
- Wolken
Highlights of The Service Desk Solutions Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud based
- On Premise
- By Application:
- SMBs
- Large Enterprises
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Service Desk Solutions Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Service Desk Solutions is a software company that provides customer service management (CSM) and support solutions. The company's products include ServiceDesk Plus, which is a CSM solution for small to medium businesses; ServiceDesk Pro, which is a premium CSM solution for larger organizations; and the Service Desk Manager (SDM), which is an automated tool that helps manage customer service operations.
Some of the major companies in the service desk solutions market are Samanage, Freshservice, ManageEngine ServiceDesk, JIRA Service Desk, Zendesk, Track-It!, BMC Remedy 9, Cherwell IT Service Management, Agiloft, Re:Desk, ServiceNow, GoToAssist, Spiceworks, EasyVista, Wolken.
The service desk solutions market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Service Desk Solutions Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Service Desk Solutions Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Service Desk Solutions Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Service Desk Solutions Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Service Desk Solutions Market Size & Forecast, 2018-2028
4.5.1 Service Desk Solutions Market Size and Y-o-Y Growth
4.5.2 Service Desk Solutions Market Absolute $ Opportunity
Chapter 5 Global Service Desk Solutions Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Service Desk Solutions Market Size Forecast by Type
5.2.1 Cloud based
5.2.2 On Premise
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Service Desk Solutions Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Service Desk Solutions Market Size Forecast by Applications
6.2.1 SMBs
6.2.2 Large Enterprises
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Service Desk Solutions Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Service Desk Solutions Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Service Desk Solutions Analysis and Forecast
9.1 Introduction
9.2 North America Service Desk Solutions Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Service Desk Solutions Market Size Forecast by Type
9.6.1 Cloud based
9.6.2 On Premise
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Service Desk Solutions Market Size Forecast by Applications
9.10.1 SMBs
9.10.2 Large Enterprises
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Service Desk Solutions Analysis and Forecast
10.1 Introduction
10.2 Europe Service Desk Solutions Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Service Desk Solutions Market Size Forecast by Type
10.6.1 Cloud based
10.6.2 On Premise
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Service Desk Solutions Market Size Forecast by Applications
10.10.1 SMBs
10.10.2 Large Enterprises
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Service Desk Solutions Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Service Desk Solutions Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Service Desk Solutions Market Size Forecast by Type
11.6.1 Cloud based
11.6.2 On Premise
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Service Desk Solutions Market Size Forecast by Applications
11.10.1 SMBs
11.10.2 Large Enterprises
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Service Desk Solutions Analysis and Forecast
12.1 Introduction
12.2 Latin America Service Desk Solutions Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Service Desk Solutions Market Size Forecast by Type
12.6.1 Cloud based
12.6.2 On Premise
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Service Desk Solutions Market Size Forecast by Applications
12.10.1 SMBs
12.10.2 Large Enterprises
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Service Desk Solutions Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Service Desk Solutions Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Service Desk Solutions Market Size Forecast by Type
13.6.1 Cloud based
13.6.2 On Premise
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Service Desk Solutions Market Size Forecast by Applications
13.10.1 SMBs
13.10.2 Large Enterprises
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Service Desk Solutions Market: Competitive Dashboard
14.2 Global Service Desk Solutions Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Samanage
14.3.2 Freshservice
14.3.3 ManageEngine ServiceDesk
14.3.4 JIRA Service Desk
14.3.5 Zendesk
14.3.6 Track-It!
14.3.7 BMC Remedy 9
14.3.8 Cherwell IT Service Management
14.3.9 Agiloft
14.3.10 Re:Desk
14.3.11 ServiceNow
14.3.12 GoToAssist
14.3.13 Spiceworks
14.3.14 EasyVista
14.3.15 Wolken
