What tools are used by outsourced help desks

Business software

The importance of IT and enterprise service management is greater than ever. This is a dynamic market - extremely complex and multifaceted. It has grown over the past few years from a combination of IT asset management and help desk tools. As a result, IT and enterprise service management solutions today have many faces.

Due to different definitions and market approaches, it is difficult to compare the providers under uniform criteria. There are currently more than 500 active providers of software and SaaS solutions in this market, with combined annual sales of around twelve billion dollars worldwide. That is by no means the end of the story. Year after year, the importance of IT and enterprise service management for IT service, application and operations management as a whole increases. As the signs are, this development will continue in the years to come.

IT service processes have matured

Today around 85 percent of large and medium-sized companies use ITIL (IT Infrastructure Library). This high percentage has led to a significant increase in IT service process maturity over the past few years. Today companies are able to use innovative IT services much faster. Here are just a few examples: the concept of the IT service broker, IT financial management, social extensions for the help desk and real-time analyzes with big data integration.

A lot has also changed in terms of the operating model in recent years. ServiceNow has paved the way - many companies are already testing Software-as-a-Service (SaaS) solutions for IT service management. The majority of the newer manufacturers are now using SaaS as the standard for their enterprise software.

In addition, many providers are expanding their IT service management solutions and turning them into - broader - enterprise service management offers. The survey shows: Enterprise service management and the expansion of IT asset management to include non-IT assets are right at the top of the agenda of IT decision-makers. The reasons can essentially be seen in two trends:

  • The growing interest in a holistic view of all company assets and

  • the increasing number of corporate decision-makers who want to use their IT process maturity to automate manual business processes.

The following developments in the field of service management will play an important role in this country in the coming years:

  1. Replacement of old help desk implementations: Helpdesk implementations in Germany are on average more than eight years old. In the next few years, companies will start a large number of replacement projects and introduce the latest technologies. A high number of insourcing projects can also be expected. Companies that are disappointed with their outsourced helpdesks are driving this trend.

  2. Comeback of the configuration management database (CMDB): The concept of the CMDB is well researched and known. The technology has now reached a high level of maturity. Companies can now choose between central, decentral or even virtual CMDB, depending on their needs. In the next few years, a high number of CMDB projects can be expected that will combine the different CMDB concepts with SaaS, cloud, big data and analytics solutions.

  3. More automated solutions: Many manufacturers have greatly increased the level of automation with the help of templates and accelerators. The widespread use of the ITIL standards makes the adaptation of these standardized solutions much easier. Companies with a low level of maturity will move to a higher level very quickly.

  4. IT service management will transform into IT and enterprise service management: The decisive step in the evolution of IT service management is imminent. Manufacturers and customers will learn the lessons from their experience of the last 15 years and now apply the process modeling skills to business processes that are heavily manual: (1) human resources, (2) supplier management, (3) technical services, (4) field service -Services, (5) financial and asset management and (6) shared services organizations. All of this will become even more important in the context of the Industry 4.0 Ready Services debate.

All of the large, international manufacturers are represented in the top 15 in Germany, but there are some medium-sized companies among the leading providers. The leading five manufacturers for IT and enterprise service management in the field of SaaS and on-premise are in this country:

  1. Hewlett Packard Enterprise,

  2. BMC software,

  3. Helpline,

  4. Realtech,

  5. IBM / USU.