Boston, MA -- (SBWIRE) -- 08/21/2015 -- In business enterprises, helpdesk technology assists IT users in solving problems. In small and medium-sized companies, a helpdesk is usually handled by a single person with a contact number. In larger companies, a helpdesk is operated by a group of experts who have advanced software at their disposal to monitor and analyze IT problems and their patterns.

The complexity of enterprise networks has caused software and IT systems to evolve. Automation is gaining significant traction among end-users, driven by the need to provide better service to users contacting the helpdesk. Self-help services have also captured the imagination of enterprises. We expect the number of calls per user to see a gradual drop as helpdesk services start becoming more and more technologically advanced and automated.

Get More Details on this Report and a Full Table of Contents at Global Helpdesk Automation Market 2015-2019

Technavio's analysts forecast the global helpdesk automation market to grow at a CAGR of 49.3% during 2014-2019.

Commenting on the report, an analyst from Technavio's team said, "One major trend in this market is widespread adoption of personal devices in workplaces. Organizations are increasingly allowing their employees to bring their personal mobile devices to the workplace and connect them to the company's network. "

According to the report, one key driver of this market is high demand for automation of routine processes. Automation of helpdesks helps enterprises enhance routine processes in an IT-enabled organization, establish clear baselines for measuring performance, and evaluate whether customer requirements and business goals are being met. Automation of routine processes helps standardize methods, and hence cut costs and save time.

Further, the report states that one of the major challenges is the vendors with limited capabilities. Vendor participation in the market has reduced as some of them lack the capabilities required to render helpdesk services. However, the market growth is dependent on the third-party participation. Third-party participation to generate reports stems has increased because vendors lack the reporting capabilities of third-party vendors.

The key players in the Global Helpdesk Automation Market are BMC Software, CA Technologies, HP Enterprise Services, LANDESK, ServiceNow while other prominent vendors include Atlassian, Axios Systems, Cherwell Software, Freshdesk, Happyfox, Heat Software, Kayako, NTR Global, Resolve Systems, Sunrise Software, SunView Software, Vision Helpdesk, Vorex, Zendesk.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.

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