No Need to Look any Further, Mid-Market Service Desk Software Will Have it All

Info-Tech Research Group’s Mid-Market Service Desk Vendor Landscape report lists Hornbill as a Champion in a market that’s becoming a one-stop-shop for all your mid-market service desk needs

London, ON, August 27 , 2012 – Appetite for all-in-one mid-market solutions will increase as organizations begin to adopt formalized IT Service Management (ITSM) practices, according to Info-Tech Research Group. A Mid-Market Service Desk Vendor Landscape report, published by Info-Tech Research Group, ranked Hornbill as the Champion while the market races to include a variety of embedded features, eliminating the need for other programs.


“The advantage of the service desk industry in the mid-market is that these programs include features like built-in Remote Desktop and Asset Discovery tools that are adequate for the complexity of mid-sized organizations,” said Mandi Fink, Research Analyst for Info-Tech Research Group. “Inclusion of these features suggests the market is moving towards seamlessly integrated systems that can serve the needs of smaller organizations, which in our eyes, is an improvement.”


Ranking as a Champion, Hornbill is a leader in usability and functionality. According to the report, a true differentiator for Hornbill is a strong focus on extreme ease-of-use as well as technician and end-user convenience. 

BMC’s Remedyforce won the Trend Setter award offering seamless usability and advanced functionality. Landing as a Market Pillar in the report, BMC software is an industry leader with approximately 25,000 customers world-wide. The long standing vendor has home-grown and acquired solutions to suit organizations of varied size and complexity.

Winning the Best Overall Value award, EnterpriseWizard lands in the Innovator quadrant. Providing standard out-of-the-box service desk functionality, EnterpriseWizard focuses on easily customizable features for complex organizations.

For the full list of Info-Tech Research Group’s recommendations for selecting an Mid-Market Service Desk Vendor, visit:

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 ( 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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