Enterprise Service Desk Software Adopts a Do-It-Yourself IT Mentality

Info-Tech Research Group’s Enterprise Service Desk Vendor Landscape report lists FrontRange and BMC as Champions while the market becomes increasingly self-service.

London, ON, August 7, 2012 – From a necessary evil to a core business component: Enterprise Help Desk software will require less justification as the market endeavors to better serve the end-user, according to Info-Tech Research Group. An Enterprise Service Desk Vendor Landscape report, published by Info-Tech Research Group, ranked FrontRange and BMC as Champions in a market that is striving to serve the end-user immediately and cut the middle-helpdesk-man.

“The adoption of self-serve support services will expand as users becoming more technologically sophisticated and willing to troubleshoot on their own,” said Barry Cousins, Senior Research Analyst for Info-Tech Research Group. “Rapidly evolving technology, staff turnover, and the user’s appetite for self-serve are driving the need to systemically retain, manage, and distribute knowledge. Vendors have enhanced their software by adding approval workflow for new Knowledge Base articles and integrating that content into the self-serve experience.”

FrontRange ITSM is recognized for being highly customizable and robust, according to the report. Ranking as a Champion, FrontRange is one of the most recognized Service Desk vendors and has developed an ITIL-focused product with full scope of IT Service Management.

Also a Champion, BMC Remedy is full-featured, provides robust functionality and integration, and has a strong vendor reputation. BMC Software is an industry leader with approximately 25,000 worldwide customers. Their recent acquisition of Numara means the vendor has a Service Desk solution for virtually any buyer.

ServiceNow won the Trend Setter award with their cutting-edge functionality. Ranking as a Market Pillar, ServiceNow is the fastest-growing software company in North America and has captured 10% of the market in fewer than six years.

The Best Overall Value was awarded to Cherwell, who focus on product flexibility and configurability. Ranking as an Innovator, Cherwell is noted as a young company dedicated to creating a unique product that has the ability to customize to suit any business’ needs.

For the full list of Info-Tech Research Group’s recommendations for selecting an Enterprise Service Desk Vendor, visit: http://www.infotech.com/research/ss/it-vendor-landscape-enterprise-service-desk-software

Info-Tech Research Group Vendor Landscape reports recognize outstanding vendors in the technology marketplace. Assessing vendors by the strength of their offering and their strategy for the enterprise, Info-Tech Research Group Vendor Landscapes pay tribute to the contribution of exceptional vendors in a particular category.

About Info-Tech Research Group

With a paid membership of over 25,000 members worldwide, Info-Tech Research Group (www.infotech.com) is the global leader in providing tactical, practical Information Technology research and analysis. Info-Tech Research Group has a fourteen-year history of delivering quality research and is North America's fastest growing full-service IT analyst firm.

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