July 15, 2011 08:15 ET

AOTMP Report: Research Indicates More Automation Needed Within Enterprise Telecom Service Order and Help Desk Ticket Processes

INDIANAPOLIS, IN--(Marketwire - Jul 15, 2011) - AOTMP today announced the release of its latest Enterprise Performance Series report titled "Service Ordering and Help Desk Management." Representing findings from 202 enterprise professionals across 22 different industries nationwide, the new report uncovers the latest performance trends for managing help desk tickets and placing service orders. As the study indicates, many enterprises do not have the sufficient tools, processes and resources in place to automate activities.

According to AOTMP research, only 40 percent of all enterprises use an online web form or application to place fixed and mobile service orders with carriers, while 63 percent have such technology in place to automate help desk ticket submissions from users. Most enterprises are managing these activities internally, not through the support of an outsourced third party.

"Managing service orders and providing technical, operational and administrative support to an organization can become very cumbersome, time-consuming tasks when there is little to no automation," says Timothy C. Colwell, senior vice president of global performance management at AOTMP. "While person-to-person interaction may always be necessary, handling order and help desk requests through the effective use of technology creates process efficiencies and yields more favorable business results."

AOTMP's report provides perspective and benchmarks for managing these activities, providing organizations with answers to key questions, including:

  • What is the average hold time for users contacting the fixed and mobile help desk?
  • What percentage of enterprises manage their help desk internally?
  • What is the average number of telecom service orders placed for various-sized organizations?

To download a complimentary summary of the research findings from this Enterprise Performance Series report, purchase the full publication, request a consultation, or view a comprehensive listing of all annual studies identified within AOTMP's 2011 Research Agenda, visit

AOTMP, an information services company, is a leading authority on driving efficiency and performance into enterprise fixed and mobile telecom environments. Working hand-in-hand with both enterprises and industry suppliers, AOTMP leverages information to drive results. Organizations seeking to reach peak performance turn to AOTMP's industry thought leaders, global knowledge, proprietary performance index, certification programs, and unparalleled benchmarking data for a complete environment management approach. For more information, visit

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