ID Number: G00164036



User Survey Analysis: The Organization of Hardware Support, North America, 2008
24 December 2008
 
Ron Silliman  

The use of service-level agreements in hardware support is in decline, and IT user organizations are optimistic about the growth of self-maintenance, signs that the commodification of hardware support is changing patterns of usage. Technology service providers must target their offerings better.




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Pages: 14






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Table of Contents


    
 Key Findings and Recommendations

    
 Introduction and Survey Objectives

    
 Gartner Recommendations Based on Findings

    
 Data Insights

    
 Sources of Support
    
 Internal Support Services
    
 Support by ESPs
    
 The "No Support" Alternative
    
 Service-Level Agreements
    
 Self-Maintainers

    
 Methodology

    
 Recommended Reading


List of Figures


Figure 1. 
 Number of ESPs Directly Contracted With for Hardware Support
 

Figure 2. 
 Percentage of Organizations That Provide Support Through an Internal IT Group
 

Figure 3. 
 Percentage of Respondent Organizations That Provide Support Through an ESP
 

Figure 4. 
 Percentage of Respondent Organizations That Do Not Provide This Service
 

Figure 5. 
 Primary Source of Hardware Support by Platform
 

Figure 6. 
 Use of SLAs by Respondent Organizations
 

Figure 7. 
 Use of SLAs by Very Small Organizations (1 to 99 Employees)
 

Figure 8. 
 Use of SLAs by Large Organizations (2,500 or More Employees)
 

Figure 9. 
 Motives for Self-Maintaining Hardware Products
 

Figure 10. 
 The Future of Self-Maintenance During the Next 24 Months
 



Browse Topics:
 
Hardware Maintenance and Support





This document is published in the following Dataquest Market Insights:
 
Infrastructure Support Services Worldwide




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Resource Id: 846622