Abstract
This IDC study presents results from IDC' s 2007 Software Support Services
Customer Satisfaction Survey. Specific topics include current levels of IT
spend for enterprise software support services, why IT professionals buy
support services, how frequently IT departments use various types of support
services, and current levels of satisfaction with software support services.
"To ensure the performance and reliability of their enterprise software, most
IT departments devote significant employee time and vendor dollars to
supporting these applications," says Elaina Stergiades, senior analyst in
Software Support Services. "While enterprises are generally satisfied with
upgrades, updates, and patches and onsite support, IDC sees opportunities for
improvement in how vendors deliver telephone, online, and remote support
services."
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