Trends in Help Desk

• Latest trends in help desk software show that phone-based support is still the most popular. The cost of phone-based support is going down all the time.

• The number of incidents is on the rise; support organizations state that this is due to the increase in frequency of upgrades and new installations.

• Within the IT industry, help desk support is increasingly being outsourced. Hardware support is most often outsourced.

• The existing help desk infrastructure present in most companies does not find complete favor with most companies.

• ITIL adoption is steadily rising.

• The number of companies offering 24 x 7 support is steadily rising.

• Help desk outsourcing trends show that after-hours help desk and help desk support during peak hours is being outsourced.