Service desk tools lower costs

IT service desk management tools could hold the key to lower operational costs for a wide range of companies, according to Meta Group.

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By  Matthew Southwell Published  February 9, 2004

IT service desk management tools could hold the key to lower operational costs, according to Meta Group. The software, which typically covers problem, incident, change and asset management processes, helps organisations link operational costs to the business of the enterprise, thus giving them a clearer view of operations and a tighter control over activities. While the market for such tools is still developing, Meta Group describes them as a core investment for the IT group managing operating costs. It also recommends that service and support organisations seek tightly integrated solutions as these will maximise potential bottom-line benefits following deployment. “The IT service desk market currently totals US$3 billion in annual worldwide revenues, with a stagnant 5% per annum growth rate,” says Michele Hudnall, senior research analyst with Meta Group’s technology research services. “Through 2006, tools will evolve to enable self-service and support within organisational infrastructures, reducing the operational costs required to perform routine functions,” he adds.

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