Help Desk Software

Matrix42, a company providing client lifecycle and IT service management, announced a survey study of theirs concluded that 80% of companies would be deploying user-self-help portals for software requests and/or IT services.

The survey specifically asked participants whether their organization would allow end-users to begin Windows 7 migration themselves, through a self-help portal, and of the 126 participants, 101 answered in the affirmative. Self-help portals would offer companies cost savings, yet their deployment is currently not possible in Microsoft System Center Configuration Manager (SCCM).

Microsoft SCCM is typically employed for inventory, software distribution, and management of end nodes, but survey respondents suggested their IT departments need more flexibility and functionality. Martix42 announced survey results through a press release, and though their motivation in doing so is to hawk their IT-Commerce suite—which allows users to “redefine” how IT departments interact with their customers—the survey findings are still interesting.

Matrix42 was founded in 1992, and by technology standards is not a young company, and they seem to have carved a decent niche in the self-help portal market. We’re curious to see if they generate some serious competition this year with these kinds of surveys. Only time will tell!

Technorati Tags: Matrix42, Self-Help Portal, Surveys

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