Help Desk Integration Challenging Many SMBs


A new survey from Dimensional Research has revealed that many small- and medium-sized businesses see the value in certain forms of business integration, but have yet to practice what they preach.

According to the poll, 88 percent of respondents said they would like to integrate their help desk and desktop management tools, but just 37 percent have combined the two onto a single platform. Reasons for why this has not yet occurred include cost, lack of human resources and the technical complexity of accomplishing the integration.

"They find that these have become part of their day-to-day operations, and they would like to have them integrated but don't have the ability because they're such disparate types of programs and platforms," Ken Drachnik, report sponsor Dell Kace's director of marketing, said.

Getting the help desk to run more efficiently through integration is important, as 71 percent of respondents said the help desk is a major factor in how the rest of the organization views the IT department.

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