Abstract
This IDC study examines the nature of IT support in U.S. small and medium-sized
businesses (SMBs), both by company size and vertical industry, looking at the
presence of full-time IT staff, the number of full-time IT staff, and the areas
of focus of IT specialists. The ways in which small and medium-sized businesses
maintain their computer hardware and software is then discussed. The expected
changes in future IT spending and the allocation of IT spending is then
compared across small businesses in particular, based on how their IT support
is handled.
"Small firms in particular have always been reluctant to commit resources to
support until it is absolutely necessary, whereas midsize firms are more likely
to have service contracts in place," says Merle Sandler, research manager in
the SMB program at IDC. "Support for SMBs can be a critical part of the
technology package that suppliers can offer. By crafting effective support
strategies, vendors and the channels they use can enhance the basic appeal of
the solutions they are selling."
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