IBM estimates that only 5 percent of service and support issues are resolved by self service, which makes the $ 1.2 billion IT service desk market (Gartner “Magic Quadrant for the IT Service Desk,” Nov. 4, 2010) ripe for automation and integration products such as Big Blue’s new cloud-based Tivoli Live -service manager. According to Gartner’s IT Key Metrics Data, the IT service desk accounts for about 4 percent of the total IT budget, and since 86 percent of the cost of an IT service desk is staffing-related, that means about 3.9 percent of the total IT budget is spent on IT service desk staff.
Network Computing