Helpdesk Outsourcing Market in Japan: Key Research Findings 2015
Research Outline
- Research period: From May to October, 2015
- Research target: Helpdesk service providers for system operation maintenances and those within the call center services
- Research methodologies: Face-to-face interviews by the expert researchers, surveys via telephone/email, and literature search
What are helpdesk outsourcing services?
The helpdesk outsourcing services in this research indicate those services acting for responding to various questions on how to use or how to trouble shoot the problems of PCs, software and other IT related products.
Summary of Research Findings
- Helpdesk Outsourcing Market in FY2018 Projected to Attain 231,950 Million Yen
The domestic helpdesk outsourcing market is likely to be slightly on the rise, with CAGR (compound annual growth rate) from FY2013 to FY2018 to be 0.8, achieving 231,950 million yen by 2018, based on the sales of the businesses.
- Helpdesk Services for Intracompany Systems at Customers On the Decline
IT outsourcing has been widely accepted at companies, so that the supporting demands for cloud computing and data center services have been rising. On the other hand, however, supporting needs for the intracompany systems at the customers, including PCs and client-and-server systems, have been on the decline. It is because default settings and operations of PCs are increasingly user-friendly, and tablets and other easy-setting terminals that do not need much help have been gaining ground, so that less helpdesk supports are needed. In addition, unit price of helpdesk services for employees and intracompany-system personnel has been reduced, since such services have become provided from offshore.
- Expansion of Support for Smartphone Services for General Consumers
The helpdesk services for general consumers (external users) of smartphones and other products with rising number of shipment volume have increased the users. However, because new subscribers and users cannot be expected like ISP (Internet Service Providers), and because number of applications and services with fewer needs of support has been increasing for such products, the future growth of the help desk services for general consumers is likely to remain small.
- Figure 1: Transition and Forecast of Helpdesk Outsourcing Market Size
