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Product Support: Demand Value, Not Just Discounts
19 February 2010
 
Rob Addy  

Organizations looking to dramatically reduce their maintenance and support fees may be frustrated. However, by demanding increased value from their support contracts, they could reduce their internal costs by far more than any potential vendor discount.




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Pages: 16











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Table of Contents

Contents
  • Analysis
    • 1.0 Background and Context
  • The Gartner Product Support Maturity Scale
    • 2.0 A Definition
    • 3.0 Business Value and the Product Support Maturity Scale
    • 4.0 Core Maturity Evaluation Criteria
    • 5.0 Conclusion and Recommendations
    • 6.0 Frequently Asked Questions
      • 6.1 What Is the Gartner Product Support Maturity Scale?
      • 6.2 Why Was the Gartner Product Support Maturity Scale Created?
      • 6.3 What Does Gartner Hope to Achieve With the Product Support Maturity Scale?
      • 6.4 When Was the Gartner Product Support Maturity Scale Created?
      • 6.5 How Was the Gartner Product Support Maturity Scale Developed?
      • 6.6 How Will the Gartner Product Support Maturity Scale Be Used?
      • 6.7 How Complete Is the Gartner Product Support Maturity Scale?
      • 6.8 Are Reactive Services Less Valuable Than Proactive or Predictive Services?
  • Recommended Reading
Tables
Table 1.
Gartner Product Support Maturity Scale
Figures
Figure 1.
The Total Cost of Support
Figure 2.
Key Support Value Drivers and the Gartner Product Support Maturity Scale




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Resource Id: 1304842