Gartner Research

Performance Road Map: Best Practices for Shaping Service Provider Business Strategy for Product Support Services

Published: 30 April 2014

ID: G00261859

Analyst(s): Bob Igou, Christine Tenneson


The Gartner Performance Road Map identifies key business metrics and KPIs that define the optimal service parameters for hardware and software product support services for the future. Product support services executives now have a strategic road map for creating future generation service offerings.

Table Of Contents
  • Key Challenges


  • Why Is the Gartner Performance Road Map for Service Providers Important?
    • Value Proposition
    • Constituents That Benefit
  • Performance Road Map Framework


  • Current State Introduction for Product Support Services
  • Market Responsiveness
    • Definition of Strategic Awareness
    • Key Findings
    • Definition of Value Articulation
    • Key Findings
    • Definition of Pricing
    • Key Findings
    • Definition of Targeting
    • Key Findings
  • Sales Effectiveness
    • Definition of Sales Velocity
    • Key Findings
    • Definition of Sales Volume
    • Key Findings
    • Definition of Sales Diversity
    • Key Findings
    • Definition of Sales Performance
    • Key Findings
    • Definition of Sales Coverage
    • Key Findings
  • Service Line and Practice Management
    • Definition of Portfolio Complexity
    • Key Findings
    • Definition of Portfolio Adoption
    • Key Findings
    • Definition of Portfolio Vibrancy
    • Key Findings
    • Definition of Portfolio Distribution
    • Key Findings
    • Definition of Revenue Concentration
    • Key Findings
  • What Is the Road Map for the Future?


  • Overview
    • Companies That Contributed for Product Support Services

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