Gartner Research

2000 Software Support Portfolio Review

Published: 09 October 2000

ID: G0091934

Analyst(s): Bob Igou

Summary

Software publishers are experiencing new challenges in software support as they continue to respond to a broader set of customer expectations. This report provides overall trends in software support portfolio development, as well as details about the leading software publishers with regard to their ever-expanding support portfolios.

Table Of Contents
  • Executive Summary
    • Study Objectives
    • Methodology
    • End User Wants and Needs for External Service Providers
  • Data Model Review: Support Portfolios
    • Introduction
    • Overall Scale and Scope Considerations
    • Inclusion of Software Updates and Major Upgrades
    • Telephone Support Deliverables
    • Electronic Support Components
    • On-Site Assistance
    • Training and Education Components of Support Portfolios
    • Account Management Within Support Programs
  • Company Profiles
    • Introduction
    • Allaire Corporate Overview
    • Attachmate Corporate Overview
    • Caldera Corporate Overview
    • Clarify Corporate Overview
    • EMC/Data General Corporate Overview
    • Hewlett-Packard Corporate Overview
    • IBM Corporate Overview
    • Industrial and Financial Systems Corporate Overview
    • Informix Software Corporate Overview
    • Lawson Software Corporate Overview
    • Linuxcare Corporate Overview
    • Microsoft Corporate Overview
    • Mission Critical Linux Corporate Overview
    • Network Associates Corporate Overview
    • Novell Corporate Overview
    • Oracle Corporate Overview
    • Precise Software Corporate Overview
    • Progress Software Corporate Overview
    • Red Hat Corporate Overview
    • Sun Microsystems Corporate Overview
    • Sybase Corporate Overview
    • Unisys Corporate Overview
    • VA Linux Systems Corporate Overview
    • Veritas Corporate Overview
  • Detailed Service Offering Matrices

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