Gartner Research

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

Published: 04 May 2017

ID: G00331726

Analyst(s): Roberto Sacco , Rob Wilkes


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

Table Of Contents
  • Key Challenges


  • Investigate the Different Levels of Support That May Be on Offer From Your Software 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 Unsuitable for Third-Party Support, Consider a Multiyear Support Commitment as a Way to Avoid the Annual Support Uplift

Gartner Recommended Reading

©2021 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?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.