User Survey Analysis: Infrastructure Support Services, North America, 2008

ID Number: G00161874

17 October 2008

Bob Igou Dane S. Anderson

This annual survey shows shifts in the buying patterns and perceptions of IT organization for infrastructure support services. Service and support providers must adjust their marketing materials and sales focus to capture additional opportunities in the market.

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Pages: 34

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Table of Contents

Key Findings and Recommendations

		Findings
		Key Recommendation

Introduction and Survey Objectives

Methodology Statement

Gartner Recommendations Based on Findings

Data Insights

Risk Factors for Managing the IT Infrastructure

Complexity of Management

RMM Services

		Use of RMM
		Methods of Acquiring RMM
		Compelling Factors
		Rating Vendors on Delivery of RMM
		Summary

Sources of Service Provisioning

Value of a SPOC

SLAs for Product Support Services

		Use of SLAs
		Performance Against SLAs
		Effectiveness of SLAs on IT Objectives
		Penalties for Not Meeting SLAs

Methodology

		Demographics
		Definitions

Recommended Reading

List of Figures

	Figure 1.	Top Three Highest Risk Factors

	Figure 2.	Factors Contributing to Complexity of Managing IT Infrastructure

	Figure 3.	Use for RMM Services

	Figure 4.	Method of Acquiring RMM

	Figure 5.	Compelling Factors

	Figure 6.	Mean Rating of RMM Delivery Performance

	Figure 7.	Source of Services Provided

	Figure 8.	Contract With ESP for Service Provisioning — Four Surveys

	Figure 9.	Expectations About Price for a SPOC

	Figure 10.	Mean Percent Increase and Decrease for SPOC

	Figure 11.	Respondents Have SLAs for Hardware and Software Support

	Figure 12.	ESP Performance on Hardware and Software Support SLAs

	Figure 13.	Rating of Effectiveness of SLAs

	Figure 14.	Penalties in Place for Not Meeting SLAs

	Figure 15.	Respondents by Size of Organization

Hardware Maintenance and Support
Software Maintenance and Support
Infrastructure Outsourcing
IT Infrastructure and Operations Management
Service-Level Agreements

Infrastructure Support Services Worldwide

© 2008 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: 780612