This IDC study assesses eight support providers that are participating in the worldwide datacenter hardware support services IDC MarketScape model. Vendor selection included providers with existing support portfolios and range from the hardware vendor to third-party maintainers. This assessment discusses both quantitative and qualitative characteristics that explain success in this important but mature market. The support industry is at an inflection point, particularly in the developed, enterprise sector. In those markets, penetration is very high, and it is becoming increasingly difficult for vendors to differentiate core services and supporting technologies. However, vendors have the opportunity to increase differentiation and create new annuity streams by developing services portfolios that impel enterprise customers to higher levels of support and management maturity, resulting in greater benefits for those customers. To read more, please download this whitepaper…

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