Gartner Research

Reduce Your Software Maintenance and Support Costs by Up to 50% by Deploying These Often-Overlooked but Effective Best Practices

Published: 30 November 2016

ID: G00319023

Analyst(s): Dawn Hubbard , Rob Wilkes

Summary

Sourcing and vendor management leaders who focus on procurement often struggle to reduce onerous software maintenance and support costs. Here, we offer best-practice techniques to help significantly reduce those costs for both on-premises and SaaS.

Table Of Contents
  • Key Challenges

Analysis

  • Investigate the Different Levels of Support That May Be on Offer From Your Software or SaaS Vendors
    • Different Support Offerings Deliver Different Levels of Service to Justify the Price
  • Reduce Shelfware by Including It in All Negotiations With the Vendor; European Licensees Should Investigate Reselling Shelfware on the Used Software Market
    • Some Light at the End of the Shelfware Tunnel for European Licensees
  • Evaluate the Potential of Third-Party Support as Well as an In-House Self-Supported Model
    • Rules of Engagement for Using Third-Party Support
  • For Applications That Are Not Suitable for Third-Party Support, Consider a Multiyear Support Commitment as a Way to Avoid the Annual Support Uplift

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