Gartner Research

2002 Software Support Portfolio Review

Published: 14 October 2002

ID: G00109537

Analyst(s): Bob Igou


Twenty-seven leading software support providers were studied to identify and highlight emerging key software support portfolio trends and deliverables.

Table Of Contents
  • Executive Summary
    • Trends in Software Support Services 2002
    • Key Findings
    • Gartner Dataquest Recommendations
  • Objectives, Methodology and Definitions
    • Study Objectives
    • Methodology
    • Support Offering Definition
  • Review of Software Support Portfolios
    • Review of Software Support Offerings
    • Trends Across All Software Support Providers
    • Major Changes by Software Support Providers
    • Trends in Software Support
  • Data Model Review — Support Portfolios
    • Introduction
    • Overall Scale and Scope Considerations
    • Software Support Provider Response Parameters
    • Incident Communication Media
    • Software Updates
    • Entitled Internet-Based Services
    • On-Site Technical Support and Professional Services
    • Account Management
    • Training and Education Components of Support Portfolios
  • Company Profiles
    • Introduction
    • Amdocs
    • Caldera Corporate Overview
    • Compaq
    • Dell
    • Fujitsu Technology Solutions
    • Hewlett-Packard
    • IBM
    • Industrial and Financial Systems
    • Lawson Software
    • Legato
    • Linuxcare
    • Microsoft
    • Microsoft Business Solutions
    • NCR
    • Network Associates
    • Nortel Networks — Clarify
    • Novell
    • Oracle
    • PeopleSoft
    • Progress Software
    • Reynolds and Reynolds
    • Red Hat
    • SAP
    • Sun Microsystems
    • Sybase
    • Turbolinux
    • Unisys
  • Detailed Service Offering Matrices
  • Report Glossary

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