Peregrine Systems, Inc, the provider of infrastructure management solutions, has moved ahead of Remedy in the global helpdesk market for the first time, according to the latest report on the state of the helpdesk market from Gartner Group company Dataquest.
The helpdesk market is projected to grow at 27,1% compound annual growth rate until 2004, reaching $3,3 billion in new licence sales from last year`s $992 million. It should grow at 30% this year to reach $1,3 billion.
Peregrine has moved into third place, with 11,1% of the market, as against Remedy`s 10,7%. The market leaders are Computer Associates (CA) with 40,1%, and IBM with 14,9%. CA`s market share, according to Dataquest, is "based on a collection of mainframe and distributed asset management and helpdesk products gained from various acquisitions. IBM`s share was also gained with the help of its mainframe product", says Dataquest.
The commentary says Peregrine`s growth is due to a "strong focus on internal IT support at a time when Remedy is looking to the CRM market for more of its revenue. Peregrine`s acquisitions in 1999 included increased investment in the asset management and knowledge management areas". "Winning vendors in the helpdesk market will embrace the move to e-support," adds Carolyn DiCenzo, chief analyst for Dataquest`s Network, System and Storage Management Software Worldwide programme. "They will also add an increasingly stronger portfolio of added functionality, including richer support for asset management and change management capabilities.
"As the market looks to self-help tools to provide better and more cost-effective support to users, both the helpdesk and the CRM markets will benefit," DiCenzo comments. "Winning vendors will provide solutions that help IS organisations leverage existing and new technologies to empower employees with self-support technologies."
"This report fully endorses the Peregrine vision of employee self-service, e-procurement, full lifecycle asset management and infrastructure management," says Allen Lewis, Peregrine Systems GM at local distributor CCH Enterprise Solutions. "If we factor in CA`s and IBM`s legacy helpdesk applications, than it is clear that Peregrine has become the leading player in this market for service desks that support new-economy, e-business-oriented companies."
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