Software Support Services Spending and Customer Trends

Publication Date	February 2008
Publisher	IDC
Product Type	Report
Pages	14
ISBN Number	not applicable
Product Code	IDC04068

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Summary

This IDC study presents results from IDC's 2007 Software Support Services Customer Satisfaction Survey. Specific topics include current levels of IT spend for enterprise software support services, why IT professionals buy support services, how frequently IT departments use various types of support services, and current levels of satisfaction with software support services.

"To ensure the performance and reliability of their enterprise software, most IT departments devote significant employee time and vendor dollars to supporting these applications,"says Elaina Stergiades, senior analyst in Software Support Services."While enterprises are generally satisfied with upgrades, updates, and patches and onsite support, IDC sees opportunities for improvement in how vendors deliver telephone, online, and remote support services."

Content

IDC Opinion
In This Study
- Methodology
  - Sample Frame and Sampling Method
  - Respondents
  - Interviews
  - Questionnaire
  - Survey Schedule
  - Weighting
Situation Overview
- Introduction
- External Spending on Software Support Services
- Figure: External Spending Share on Software Support
- Internal Resources Used to Support Enterprise Software
- Figure: Internal Resources Share Spent on Software Support
Future Outlook
- Why Customers Buy
- Figure: Importance of Support Services Agreement Features
- Table: Importance of Support Services Agreement Features (% of Respondents)
- What Customers Use
- Figure: What IT Departments Use
- Table: Frequency of IT Department Use of External Support Services for Enterprise Software (% of Respondents)
- Overall Customer Satisfaction
- Figure: Overall Satisfaction with Support Services
- Figure: Overall Satisfaction with Support Services
- Table: Overall Satisfaction with Support Services (% of Respondents)
Essential Guidance
Learn More
- Related Research
- Synopsis