Use of Third Parties in Enterprise IT Support Services, The

Publication Date	November 2005
Publisher	IDC
Product Type	Survey
Pages	18
ISBN Number
Product Code	IDC00699

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Summary

This study presents the results of a survey investigating IT managers' willingness to use third parties to support software and hardware. It focuses on the criteria enterprises use to select third parties, the reasons they would consider using a third party, and the elements of their infrastructure that often require external support.

Content

In This Study
- Methodology
  - Respondents
  - Interviews
  - Survey Schedule
  - Weighting and Data Analysis
Situation Overview
- Introduction
- Survey Findings
  - Third-Party Support Market
  - Figure: IT Budget Share Spent on Support Services, 2004
  - Figure: Respondents Who Have a Third-Party Support Contract
  - Figure: Frequency of Problems Requiring External Support
  - Table: Frequency of Problems Requiring External Support (% of Respondents)
  - Why Choose a Third Party
  - Figure: Customers Who Have Conducted a Cost Study
  - Figure: Reasons Customers Would Consider Using a Third-Party Vendor
  - Table: Reasons Customers Would Consider Using a Third-Party Vendor (% of Respondents)
  - Figure: Factors That Are Important in Selecting a Third-Party Vendor
  - Table: Factors That Are Important in the Selection of a Third-Party Vendor (% of Respondents)
- Analysis
Future Outlook
- Impact
  - Software OEMs
  - Hardware OEMs
  - Third-Party Vendors
Essential Guidance
- Actions to Consider
Learn More
- Related Research
- Appendix: Survey Questions
  - Screening Questions
  - Support Questions
- Synopsis