Gartner Research

Market Trends: Product Support Service Evolution Slows, but Proactive Opportunities Exist Despite Market Conditions

Published: 08 April 2013

ID: G00247558

Analyst(s): Rob Addy , Bob Igou, Christine Tenneson


Market decline and reduced growth are forcing providers to make hard choices. Do nothing? Hope? Reduce costs? Invest in value? To survive and thrive, providers must be prevention-based, deliver content streams and articulate their value.

Table Of Contents


Market Trend

  • The Market: Service Providers Focus on Opportunities
    • Product Support: Strengths
    • Product Support: Weaknesses
    • Product Support: Opportunities
    • Product Support: Threats
  • Cost Pressure and Low-Value Perceptions Continue to Feed Customer Desire to Break the Maintenance Monopolies
    • The Short-Term Outlook
    • The Midterm View
    • The Long-Range Perspective

Contrarian View

  • Keep On Keepin' On … What Got Us Here Will Make Us Successful Again … Someday!

Vendors to Watch

  • Alternative Support Providers


  • Conclusions for Hardware Support Providers
  • Conclusions for Software Support Providers

Recommended Reading

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