IT Organizations Look To Add Security Software Support Services to Their Corner
FRAMINGHAM, MA – APRIL 5, 2006 – Knocked woozy, ill-prepared IT organizations are trying to cover up after being sucker-punched with a vicious combination of emerging security threats. Despite being staggered by a flurry of more sinister and sophisticated viruses, worms, and other malicious code, there's no sign of throwing in the towel as companies scramble to seek help from providers that can offer a complete set of security solutions (beyond just software), including support services. According to new research from IDC, worldwide security software support services spending will climb from $1.43 billion in 2005 to an impressive $2.13 billion in 2010.
Overall, customers are increasingly viewing support services as not just supporting an IT product, but supporting a business process. "Given the dynamic nature of the threat environment, support services are essential for organizations trying to protect themselves," said Matt Healey, senior research analyst for IDC's Software and Hardware Support Services program. "Vendors must understand the needs of their customers and respond accordingly to truly be successful in this evolving space."
Expanded premium support offerings and enhanced remote and proactive support offerings are key differentiators for security software support services. Vendors committed to providing the valuable security support their customers crave will experience a higher degree of customer intimacy, gaining a distinct advantage over the competition when the client prepares to upgrade its security infrastructure.
Other key findings from the report include:
— U.S. security software support services spending will reach to $925 million in 2010
— Many IT organizations lack security expertise in house
— Despite advances in remote support tools, traditional telephone and onsite support remains essential
— Both domestic and pure-play offshore providers are increasing their global sourcing sophistication
— Continued macroeconomic stability will drive IT spending, including support services
This new IDC study, Worldwide and U.S. Security Software Services 2006-2010 Forecast and Analysis (IDC #34834), analyzes the market for technical support services for security software from 2006-2010. Additionally, it profiles key security software vendors' support offerings and the strategic role of support within these companies. Details of each vendor's support offerings, including pricing, response times, severity-level classifications, and estimated renewal rates are also included.
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