User Survey Analysis: Customers Using More Software Support Tools but Are Discontented With Vendor Performance, 2009

ID Number: G00165982

3 April 2009

Bob Igou

This Gartner survey shows that use of e-support portals and support automation tools is making its way into organizations of all sizes. However, satisfaction with delivery by support providers on support contract features that are important to customers is below the level needed to assure loyalty.

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Pages: 22

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Table of Contents

Key Findings and Recommendations

		Findings
		Key Recommendation for Support Providers

Introduction and Survey Objectives

Methodology Statement

Gartner Recommendations Based on Findings

Data Insights

Comparisons With Previous Surveys

Methods Used for Delivering Support

		Methods Used
		Resolution of Support Incidents
		Resolution of Noncritical Versus Critical Support Incidents
		Rating the Methods

Use of Vendor-Provided Tools and Support Automation Technology

		Tools Provided
		Impact of the Tools on Support Incidents
		Rating Tools on Resolution Metrics

Rating of Software Maintenance and Support Contract Features

		Importance Ratings
		Performance Ratings and the Gap With Importance
		Account Management

Methodology

Demographics

Recommended Reading

List of Figures

	Figure 1.	Methods Used to Obtain Support

	Figure 2.	Mean Percentage of Incidents Resolved by Support Method by Size of Organization

	Figure 3.	Noncritical Versus Critical Support Incidents

	Figure 4.	Mean Rating of Support Methods on Total Time to Resolution by Size of Organization

	Figure 5.	Mean Rating of Support Methods on Total Cost of Resolution by Size of Organization

	Figure 6.	Percentage of Vendors Providing E-Support Portal and Tools Provided

	Figure 7.	Mean Percentage of Support Incidents Assisted by Tools by Size of Organization

	Figure 8.	Mean Rating of Tools on Total Time to Resolution and Total Cost of Resolution

	Figure 9.	Mean Importance Ratings for Elements of Support Contracts by Size of Organization

	Figure 10.	Mean Importance and Performance Ratings for Elements of Support Contracts

	Figure 11.	Account Management Roles Provided by Contracts by Company Size

	Figure 12.	Provided and Preferred Roles of Account Management — Five Surveys

	Figure 13.	Respondents by Size of Organization

Software Maintenance and Support

Infrastructure Support Services Worldwide

© 2009 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: 927938