ARCHIVE
ID Number: G00174242



This research is provided for historical perspective;
portions of this document may not reflect current conditions.





Peer-to-Peer Support Finally Comes of Age
23 February 2010
 
Rob Addy  

After more than 30 years in the technical "wilderness," community-based support models are becoming widely accepted as a legitimate part of the enterprise support environment.




Price: US$495.00

Pages: 12











Contact Gartner





Purchasing this document is fast, easy and secure, but you must be registered with gartner.com so we can track your order. Please select your status from these three choices:
Registration is required to purchase this document.
Or, you can register for gartner.com only.
 You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).
You will not lose your document during registration.
Sign in here:
Username:

Password:
Forgot your username
or password?







For more information about purchasing this or other documents, contact Gartner at one of the telephone numbers below:
North America:    +1 203-316-3010 7:30 am - 8:00 pm Stamford, CT
Europe:    +44 1784 267770 9:00 am - 5:00 pm London
Asia/Pacific:    +65 6879 2785 9:00 am - 6:00 pm Singapore
Japan:    +81 3 3481 3552 9:00 am - 5:30 pm Tokyo

This document is not available as part of your current Gartner subscription. For pricing and availability of the full document, please contact your Gartner account representative. Your account representative can also give you more information about your current subscription and other access options that may be available to you. If you do not have a Gartner account representative, call +1 203 316 1200 for assistance.

Table of Contents

Contents
  • Analysis
    • Introduction
    • User Survey Results Highlight the Acceptance of Peer-to-Peer Support Models
    • The Four Modes of Peer-to-Peer Support Adoption
      • A Complementary Support Source to Enhance/Extend Vendor-Provided Services
      • An Alternative to Vendor-Provided Support
      • A Forum for the Dissemination of Best Practices
      • Candidate Evaluation Data for the Selection of Permanent and Subcontract Resources
    • Conclusion
  • Recommended Reading
Tables
Table 1.
Current Usage Levels of Peer-to-Peer Models for Hardware Support Contrasted Against Viability Ratings
Table 2.
Current Usage Levels of Peer-to-Peer Models for Software Support Contrasted Against Viability Ratings
Figures
Figure 1.
Current Use of Peer-to-Peer Support as an Alternative to Vendor Services for Software and Hardware Support
Figure 2.
Respondents Viability Rating for Peer-to-Peer Forums for Hardware Support
Figure 3.
Respondents Viability Rating for Peer-to-Peer Forums for Software Support




© 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 1306643