Software Support Services Spending and Customer Trends

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
    • Sample Frame and Sampling Method
    • Respondents
    • Interviews
    • Questionnaire
    • Survey Schedule
    • Weighting
• Situation Overview
  • Introduction
  • External Spending on Software Support Services
  • Figure: External Spending Share on Software Support
  • Internal Resources Used to Support Enterprise Software
  • Figure: Internal Resources Share Spent on Software Support
• Future Outlook
  • Why Customers Buy
  • Figure: Importance of Support Services Agreement Features
  • Table: Importance of Support Services Agreement Features (% of Respondents)
  • What Customers Use
  • Figure: What IT Departments Use
  • Table: Frequency of IT Department Use of External Support Services for Enterprise Software (% of Respondents)
  • Overall Customer Satisfaction
  • Figure: Overall Satisfaction with Support Services
  • Figure: Overall Satisfaction with Support Services
  • Table: Overall Satisfaction with Support Services (% of Respondents)
• Essential Guidance
• Learn More
  • Related Research
  • Synopsis