Gartner Research

Market Insight: Introducing the Gartner Product Support Maturity Scale

Published: 16 February 2010

ID: G00174285

Analyst(s): Rob Addy

Summary

Product support offerings vary immensely from vendor to vendor. Gartner has developed its Product Support Maturity Scale to enable users and vendors to compare their offerings and understand the relative value they deliver.

Table Of Contents
  • Overview
  • A Definition
  • Business Value and the Product Support Maturity Scale
  • Core Maturity Evaluation Criteria
  • Support Service Features and Functions and the Product Support Maturity Scale
  • Frequently Asked Questions
    • What Is the Gartner Product Support Maturity Scale?
    • Why Was the Gartner Product Support Maturity Scale Created?
    • What Does Gartner Hope to Achieve With the Product Support Maturity Scale?
    • When Was the Gartner Product Support Maturity Scale Created?
    • How Was the Gartner Product Support Maturity Scale Developed?
    • How Will the Gartner Product Support Maturity Scale Be Used?
    • How Complete Is the Gartner Product Support Maturity Scale?
    • Are Reactive Services Less Valuable Than Proactive or Predictive Services?

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