Service support remains key

Economic slowdown maybe hitting the IT budgets of companies, but external hardware and software support services remain a top priority for companies' IT spending plans, according to a survey by Gartner’s Dataquest.

  • E-Mail
By  Zoe Moleshead Published  July 4, 2001

Economic slowdown maybe hitting the IT budgets of companies, but external hardware and software support services remain a top priority for companies' IT spending plans, according to a survey by Gartner’s Dataquest.

The survey, conducted in January this year, found that 52% of respondents expect to increase their spending on external hardware, while 63% anticpate an increase in spending for external software support services between 2001 and 2003.

The survey also revealed that the hardware manufacturer is the most common source of support, with a single point of contact for all hardware support proving the most important attribute.

"This indicates a very healthy sustained opportunity for infrastructure support providers," said Eric Rocco, vice president, Gartner Dataquest's IT services worldwide group. "Despite a downturn in IT capital asset spending, users still need to support the assets they have installed. This trend makes the support industry relatively recession-proof."

The survey revealed that companies are turning to Internet-based support with 70% of respondents turning to the net for support, but they claimed only to receive satisfactory answers 52% of the time.

"Vendors must focus on increasing the awareness of Internet-based service offerings and improve the satisfaction rate for answers to technical problems," explained Bob Igou, senior analyst, Dataquest's IT services worldwide group. "Vendors could train their customer service reps to promote Web site use and teach customers how to use its facilities. Recordings on the support interactive voice response may also suggest that customers go to the Web."

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code