Abstract
This IDC Insight looks at IBM' s maintenance and technical support - a service
product group within IBM' s GTS. While support services are the mainstay of most
technology vendors, IBM' s push toward the provisioning of higher value-add
services (VASs) has seen this group take a back seat in terms of marketing
efforts.
Support services, however, are still a vital component for IBM and their
customers. IDC believes that this group will continue to play a major role in
IBM' s growth, and this insight looks at both the services provided by the group
as well as the customer challenges IBM can look at addressing.
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