The 2012 Service Desk Industry In Review

BYOD 64% 64 Percentage of employees that would like to use their own devices at work [source: Unified Communications Expo] 2016 50% 2016 Year that analysts predict 50% of enterprise email users that will rely primarily on a browser, tablet or mobile as their major means of connecting to the corporate network [source: Vital Magazine] Social Media Percentage of our customers that will not be implementing any social media integration because their hands are tied by IT policy 23% [source: Sunrise Software] 53 53 Number of people the average social media user will tell if they have had a bad customer service experience [source: 2012 American Express Global Customer Service Barometer] Cloud & Saas SSAE 16 16 Part of the certification that accredited datacentres hold for Cloud-based ITSM services (SSAE-16) [source: Navisite] Energy 300 Millions of pounds that 'Always on' PCs cost UK PLCS per a year [source: Businessgreen.com] Password Re-set 30 Percentage of time Service Desks can spend on password re-set calls [source: Gartner] 30% The Future of the Service Desk 35 35% Predicted percentage of IT expenditure that will be managed outside of the IT department's budget by 2015 [source: Gartner] Mobile 4:1 Predicted ratio that mobile application development projects targeting smartphones and tablets will outnumber native PC projects by, come 2015 [source: Gartner] 4:1 50 50% Percentage of UK adults that owns a Smartphone [source: Kantar Worldpanel Com Tech] II 23 BYOD 64% 64 Percentage of employees that would like to use their own devices at work [source: Unified Communications Expo] 2016 50% 2016 Year that analysts predict 50% of enterprise email users that will rely primarily on a browser, tablet or mobile as their major means of connecting to the corporate network [source: Vital Magazine] Social Media Percentage of our customers that will not be implementing any social media integration because their hands are tied by IT policy 23% [source: Sunrise Software] 53 53 Number of people the average social media user will tell if they have had a bad customer service experience [source: 2012 American Express Global Customer Service Barometer] Cloud & Saas SSAE 16 16 Part of the certification that accredited datacentres hold for Cloud-based ITSM services (SSAE-16) [source: Navisite] Energy 300 Millions of pounds that 'Always on' PCs cost UK PLCS per a year [source: Businessgreen.com] Password Re-set 30 Percentage of time Service Desks can spend on password re-set calls [source: Gartner] 30% The Future of the Service Desk 35 35% Predicted percentage of IT expenditure that will be managed outside of the IT department's budget by 2015 [source: Gartner] Mobile 4:1 Predicted ratio that mobile application development projects targeting smartphones and tablets will outnumber native PC projects by, come 2015 [source: Gartner] 4:1 50 50% Percentage of UK adults that owns a Smartphone [source: Kantar Worldpanel Com Tech] II 23