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.”