As IT service management becomes more widely adopted by
small and medium-sized businesses (SMBs), iET Solutions is to
assert what it says is its position as a market leader serving this
growing sector.
The company, which has traditionally provided solutions for the
enterprise sectors, says that IT service management (ITSM) is no
longer the exclusive preserve of large enterprises.
According to a recent Gartner study, the overall service desk
market grew by 13% in 2005. Much of the growth in the SMB service
desk market is attributed to businesses looking beyond incident
management and the reactive opening and closing of tickets, to a
more integrated IT service and support delivery strategy that
includes a tool’s capability to perform problem management,
service-level reporting, self-service and knowledge management.
According to iET Solutions, an important factor behind the pace
of growth in the middle of the market is the changing expectations
of user organisations.
The new Gartner report, IT Service Desk Vendors Target Small and
Midsize Business, indicates that the IT service desk market is
seeing significant product and vendor activity. Gartner’s research
director, David M Coyle, states in the report: “Gartner has
identified changes in the service desk market and the vendors that
are financially viable have competitive products and have a strong
customer focus on the… SMB market.
“The needs of an SMB differ from an enterprise in terms of
price, ease of implementation and maintenance, scalability,
integration with other IT service management tools and integration
with third-party systems and customisation.”