Global Help Desk Systems Market 2019 – Freshdesk, Zendesk, Freshservice, LiveAgent, Samanage, Front

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The worldwide market for Global Help Desk Systems Market is expected to grow at a CAGR of roughly over the next five years, will reach million US$ in 2024, from million US$ in 2019, according to latest industry study.

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Key players operating world wide: Freshdesk, Zendesk, Freshservice, LiveAgent, Samanage, Front, AzureDesk, ManageEngine ServiceDesk, Techinline FixMe.IT, Nectar Desk, TeamSupport, Vision Helpdesk, JIRA Service Desk, xSellco, LiveChat, MSP Anywhere, Dixa, NABD, DiamanteDesk, ZupportDesk

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Is your service desk ready to be measured?

If your business had to pay for its IT services would they pay for your Service Desk or would they look externally and pay a third party to deliver this service?


It’s a very competitive space we now operate in and having the ability to prove to your business that you are delivering services to industry recognised targets is a great way to stay ahead of the competition.  Whether you plan to go down the accreditation route such as an ISO standard or the Service Desk Institute Certification programmed or simply deliver excellence outside of these schemes its important to have a benchmark to base your goals around.


Service desks typically provide services based on core ITIL processes. These vary from process to process, an understanding of how and why you should create these processes and being prepared to be measured against these sends out a big statement.


Service Management Managers have to ensure their teams are aligned and share the vision and passion that is required to be held up and counted. By having clear and measurable objectives your team will be able to see the vision and understand the steps that need to be collectively taken to reach the final goal. Motivated and target driven staff will stay focused and strive to deliver quality service time after time.

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Increase IT Service Desk Agent Motivation with Employee Experience Feedback

The many issues with traditional IT service desk metrics

When you consider the many metrics applied to your IT service desk agents, are they predominantly focused on “how many?” and “how fast?” With customer satisfaction the obvious exception.
As I wrote in my previous blog, “…traditional service desk metrics drive the wrong behaviors. That, in particular, agents are currently measured by speed and not the value they create. In practice, they’re measured on ‘how fast they get rid of their customers’.”

So, are volume and speed metrics really the best way to measure your IT support success? And, just as importantly, will the statistics around volumes and speed do much, if anything, to motivate your agents?

What influences a better employee (end-user) experience?

What do you think it takes to deliver a great employee experience? The best processes? The best technology? Or the best people? I imagine that you probably replied (in your head) – the best people. Or you might have been greedy and said all three.

Of course, I could have flipped this, and asked: “What do you think is likely to deliver the worst employee experience?” Subpar processes? Subpar technology? Or subpar people? Hopefully, your answer to this would again be people.

My point is that your people – your IT service desk agents – are incredibly important to the quality of your IT support and the delivered employee experience.

The next obvious question is then: “How are they important?” And the answer is probably not what you think.

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