Worldwide Software Support Market to Grow 7.7% to Reach $34.3 Billion in 2007, IDC Forecasts

FRAMINGHAM, MA – APRIL 15, 2003 – The worldwide software support market was $23.7 billion in 2002 and is projected to grow at a compound annual growth rate (CAGR) of. 7.7% to reach $34.3 billion in 2007, a new IDC report reveals. From a regional perspective, the study indicates that the majority of 2002 expenditures on software support services occurred in the Americas, which made up 55% of the total market. EMEA followed, with 35% of the total market while the Asia/Pacific region garnered 10% of the total market.


IDC anticipates that demand will continue for onsite service, one of the most traditional forms of software support. However, the growth ratewill be lower than for other service activities, such as remote diagnostics and electronic support, underscoring the fundamental shift to online and self-help support options.

"To remain successful in the software deploy and support market, we believe vendors need to continuously improve and integrate their esupport offerings and offer high-availability and mission-critical suport,” said Christine Tenneson, program manager, Software and System Support Services at IDC. “In addition, we believe it is critical for vendors to improve support interactions with other vendors, focus on improving partner support, and plan for remote services and other proactive services.”

Other key trends in the deploy and support services market include:

The specific software support activities that will experience the highest CAGRs from 2002 to 2007 are remote diagnostics and electronic support.

To maintain margins on support services, software vendors need to continually enhance their remote and electronic support offerings to create efficiencies in their support models.

This study, Worldwide and U.S. Software Support Services Forecast and Analysis, 2002-2007 (IDC #28967), is a multidimensional market-sizing and forecast document for software support services. In addition to sizing the market for software support services, it discusses the key trends shaping the market and driving its growth. Market-sizing and trend information is provided by software and services market segments and for the software support services market as a whole. This segmentation includes an examination of support services by specific service activities, such as telephone support, electronic support, and


The software support market is also segmented into three primary software product segments: applications, application development and deployment tools, and system infrastructure software. The study also presents software support service market size by operating environment and region.

To purchase this document, call IDC's sales hotline at 508-988-7988 or email

For additional information about IDC’s Software and System Support Services research, please contact Virginia Lehr at 508-935-4188 or email at

About IDC

IDC is the foremost global market intelligence and advisory firm helping clients gain insight into technology and ebusiness trends to develop sound business strategies. Using a combination of rigorous primary research, in-depth analysis, and client interaction, IDC forecasts worldwide markets and trends to deliver dependable service and client advice. More than 700 analysts in 43 countries provide global research with local content. IDC’s customers comprise the world’s leading IT suppliers, IT organizations, ebusiness companies, and the financial community. Additional information can be found at

IDC is a division of IDG, the world’s leading IT media, research, and exposition company.


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