With worldwide revenues from help desk operations tipped to triple from $US600 million to $US1.8 billion over the next three years, Remedy Corporation is picking its channel partners in Australia and the rest of the region.
In Melbourne it has appointed AusMosys as its partner to handle business in Victoria which already includes BHP IT, two major hospitals, Schweppes Cottees and Pratt Industries.
"While the market for help desk services is growing, we see fewer players in the market," he said. "But they will be partnering strong resellers on one side and major vendors on the other."
Remedy sees the local market for major help desk providers as being geographically based. While AusMosys covers Victoria, it has partnered with Planwell Technology in Sydney and Select in Canberra.
Beyond those centres, it is looking at partnering with a local company in both Brisbane and Perth. "We could also partner with resellers that have a focus on a specific vertical market," said Hicks.
AusMosys has also strengthened its move into the help desk business with another partnering agreement. It will be cooperatively marketing BMC's Patrol monitoring and management system.
Jenni Kingsley, marketing executive for AusMosys, said the company had identified BMC's Patrol and Remedy's Action Request System as core tools that will help it establish the IT infrastructure its clients required.