TECH SUPPLIER Sep 2019 - Market Analysis Perspective - Doc # US45543716

Market Analysis Perspective: Worldwide Software and Hardware Support and Deployment Services, 2019

By: Rob BrothersProgram Vice President, Datacenter and Support Services, Elaina StergiadesResearch Manager, Software and Hardware Support Services

On-line Presentation


This IDC Market Analysis Perspective (MAP) provides detailed information on the software and hardware support and deployment services landscape. It considers the overall condition of the market in 2019, the key competitors, and evolving trends — along with buyer insight and guidance for software and hardware support and deployment services providers.

While software and hardware deployment services are delivered on an as-needed basis, software and hardware support services are generally delivered on an ongoing basis. All market segments are closely tied to the installed base for enterprise software and hardware. With most enterprises running hybrid environments (a combination of on-premises and cloud/as-a-service solutions) while facing demanding customer SLAs, high-quality support services engagements continue to be critical differentiators for customers and providers alike.

Software and hardware support and deployment services providers can help enterprises navigate these new IT requirements by optimizing services and packages available, expanding remote and automated support capabilities, offering programs to increase adoption of advanced support technology, and improving the change management process while taking advantage of new technology solutions. In addition, as more enterprises adopt cloud solutions, offerings focused on business process support will increasingly become a critical part of the support portfolio.


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