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Software Support Services Spending and Customer Trends

Product Type: Market Research Report
Published by: IDC
Published: February 2008
Product Code: R104-32907
Description

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."

Table of Contents
Table of Contents

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
Ordering and More Information
Price and Delivery Options


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