What is Service Request Management?
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery. The main and important role of service request management is to support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. In recent times, it is widely adopted to manage the delivery of services competitively on a large or global scale. Service-delivery teams fulfill service requests according to account-specific processes by using an account-specific service-request-management environment.
The market study is broken down, by Application (IT & Telecom, Retail & E-commerce, BFSI and Others) and major geographies with country level break-up.
The key manufacturers are targeting the innovations of the products with better quality, better technical characteristics, and also assist in providing and humanizing the after-sale service to the consumers. The key players are probable to keep a stronghold on the market over the anticipated period. The key players are accepting strategic decisions and are thinking upon mergers and acquisitions in order to maintain their presence in the market Analysts at AMA Research estimates that Players from United States will contribute to the maximum growth of Global Service Request Management market throughout the predicted period. Established and emerging Players should take a closer view at their existing organizations and reinvent traditional business and operating models to adapt to the future.
ServiceNow (United States), Integrify (United States), BMC Software (United States), Newgen Software (India), SoftExpert (Brazil), OneDesk Inc. (Canada), ServiceTonic (Spain), Zendesk (Denmark), EasyVista (United States) and Comindware (United States) are some of the key players that are part of study coverage.
Segmentation Overview
AdvanceMarketAnalytics has segmented the market of Global Service Request Management market by Type, Application and Region.
On the basis of geography, the market of Service Request Management has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). If we see Market by Deployment, the sub-segment i.e. Cloud will boost the Service Request Management market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
Market Trend
- Emerging Intelligent Automation, AI, and ML in the Service Request Management
Market Drivers
- Increasing Adoption of Service Request Management to Manage Inquiries, Compliments, and Complaints from Users
- Increasing Startups and Business Expansions Across the Globe Will Create Huge Demand for Service Request Management
Opportunities
- Growing E-commerce Industry and Consumer Electronic Goods Retailers Across the Globe
Restraints
- Complexity in the Management of Diverse Channels and Multiple Touch Points
Challenges
- Slow Adoption of the Service Request Management by Small and Medium Businesses
Key Target Audience
New Entrants/Investors, Analysts and Strategic Business Planners, Service Request Management Solution Providers, Venture Capitalists and Private Equity Firms, Government Regulatory and Research Organizations, End-users and Others
About Approach
To evaluate and validate the market size various sources including primary and secondary analysis is utilized. AMA Research follows regulatory standards such as NAICS/SIC/ICB/TRCB, to have the better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with purpose to understand companys positioning regarding market value, volume and their market share for regional as well as global.
Further to bring relevance specific to any niche market we set and apply number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders etc. and work towards appointment generation.
The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, analyst team keeps preparing set of questionnaires and after getting appointee list; the target audience are then tapped and segregated with various mediums and channels that are feasible for making connection that includes email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey etc.