TECH BUYER Mar 2020 - IDC Perspective - Doc # US46112320

Support Organization Evolution — Break Fix Support to Customer Experience: Where Is the Money?

By: Rob BrothersProgram Vice President, Datacenter and Support Services

Abstract

This IDC Perspective shares where support organizations should be going and what they should be thinking about to become more effective and efficient when delivering support and maintenance.

Think outside the box! Keeping workloads and systems up and running will play a major role in supporting business-critical operations, and these workloads and systems are not just IT in nature but IoT. Enterprises and support providers will need to learn how to use IT to support these new IoT initiatives, which can and will be mission critical.

"Most of the new IoT solutions are not at scale but have the potential to grow rapidly," says Rob Brothers, vice president at IDC. "Most large support providers look at these solutions and think they are too small for them to take on, but if support organizations are going to expand and stay viable, the growth is going to be in the IoT not in IT."


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