target audience: TECH SUPPLIER Publication date: Sep 2023 - Document type: Market Analysis Perspective - Doc Document number: # US51215023
Market Analysis Perspective: Worldwide IT Service Strategies for Proactive Customer Success, 2023
This IDC Market Analysis Perspective provides a detailed overview of the success, support, and deployment services landscape for technology providers. It considers the overall condition of the market in 2023, 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 one-time, as-needed basis, support and success services are generally delivered on an ongoing basis. Across the market, these services 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), high-quality services engagements that can help achieve business outcomes 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 and success capabilities. IDC also recommends capabilities that can 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 helping customers achieve business outcomes will increasingly become a critical part of the success, support, and deployment services portfolio.