This IDC study reviews the worldwide software support and deployment services market share leaders in 2011 and the services that these vendors must offer to remain competitive in a challenging support services marketplace.

According to IDC's support services research, the software support services market continues to be highly fragmented due to contract consolidation and ongoing merger/acquisition activity. "Enterprises require a wide range of support services offerings to support all aspects of technology in the IT environment," said Elaina Stergiades, research manager, Software Support Services. "Support providers that can meet those needs while clearly articulating the costs and benefits associated with a premium support package are well positioned in this market."