Gartner Research

CIOs and ERP Application Leaders Can Exploit the Impact of Differences in Third-Party Application Maintenance and Support Providers

Published: 04 April 2013

ID: G00247936

Analyst(s): Pat Phelan, Bob Igou

Summary

Opportunities exist to significantly reduce application maintenance and support costs in IT budgets for some ERP software. Application leaders must carefully investigate key impacts when selecting third-party application maintenance and support providers; we identify the critical differences here.

Table Of Contents
  • Impacts
  • Recommendations

Analysis

  • Third-Party Application Maintenance and Support Services
    • Definition
    • Types of Service Providers
    • Enabling Factors and Customer Needs
    • Benefits
    • What to Do Before Entering Into Third-Party Application Maintenance and Support Agreements
    • Factors That Must Be Considered

Impacts and Recommendations

  • Differences in the service providers' portfolios will require IT organizations to consider short- and long-term needs
    • Why This Is Important
  • Product coverage, capability and delivery methodology variations will require IT organizations to conduct detailed service provider reviews
    • Why This Is Important
  • Software publisher litigation against select application maintenance service providers will require IT organizations to perform assessments of additional risks
    • Why This Is Important

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication 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 research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.