target audience: TECH SUPPLIER  Publication date: Sep 2022 - Document type: Market Analysis Perspective - Doc  Document number: # US49690622

Market Analysis Perspective: Worldwide IT Service Strategies for Proactive Customer Success, 2022


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This IDC Market Analysis Perspective provides detailed information on the success, support, and deployment services landscape for technology providers. It considers the overall condition of the market in 2022, the key competitors, and evolving trends — along with buyer insight and guidance for technology providers delivering success, support, and deployment services.

While technology deployment services are delivered on a onetime, as-needed basis, support and success services are generally delivered on an ongoing basis. All market segments are closely tied to the installed base across on-premises or as-a-service software, hardware, and infrastructure solutions. With most enterprises running hybrid environments (a combination of on-premises and cloud/as-a-service solutions) while facing demanding customer SLAs, high-quality services engagements continue to be a critical differentiator for customers and providers alike.

Technology providers can help enterprises navigate these new IT requirements by optimizing services and packages available, investing in customer success initiatives, and expanding remote and automated support capabilities. IDC also recommends offering incentives that increase adoption of advanced services technology, as well as programs that help customers expand their adoption of existing IT infrastructure. In addition, as more enterprises adopt cloud solutions, offerings focused on delivering business outcomes will increasingly become a critical part of the support portfolio.


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