The global market for IT support services is anticipated to grow at an impressive CAGR of more than 2% between 2016 and 2020.
Procurement market intelligence analysts have announced the top five leading suppliers for the IT support services in their latest research report. Increased adoption of IT systems by governments across markets such as India and China is the fundamental driving force behind the growth of this market.
This category spend intelligence report is based on the synthesis, analysis, and interpretation of information about the global IT support services market collected from specialized sources. The analysts have derived insights using a mix of primary and secondary research with an aim to provide a holistic picture of the market.
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Competitive vendor landscape
Suppliers in the IT support services market are trying to differentiate themselves from competitors in the market through the procurement of licenses and technology that can enable them to support buyers looking for long-term engagements. Furthermore, they are also investing in technology that can help them support the IT platforms of buyers.
According to Angad Singh, a category specialist at Technavio, “Companies are increasingly adopting cloud-based IT infrastructure in an attempt to minimize their capital expenditure on IT. This leads to an increase in the demand for appropriate support services. SAP, for example, reported a 33% rise in revenue generated by cloud support services.”
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Top five suppliers in the IT support services market space
Microsoft
Microsoft caters to the business services, education, consumer goods, construction, energy, and utilities sectors. The company has increased R&D capabilities specific to application and service engineering, cloud and enterprise engineering, Windows and device engineering solutions.
Key services: Application support, Cloud support, Storage support, Network support, and Business solutions support
IBM
IBM operates across industrial sectors such as aerospace and automotive, banking, chemicals, communications, education, energy and utilities and electronics. It provides technical expertise in cloud services, and is considered to be a global leader in enterprise hybrid cloud. IBM offers services ranging from simple break-fixes to end-to-end support for both hardware and software platforms of enterprises and integrated products
Key services: Hardware maintenance support, Software maintenance support, Multivendor support solutions, and Global process services
Dell
Dell offers end-to-end computing solutions. The company designs, develops, manufactures, markets, and services IT products such as computers, hard disks, mice, webcams, scanners, data storage devices, keyboards, and software. Its offerings also include servers, and networking and storage products.
Key services: Software support services, Storage support services, Hardware support services, Service desk services, Business process services
Oracle
Oracle provides services in the domains of cloud applications, platform services, and engineered systems to a customer base that consists of 420,000 customers. The company’s offerings include database and middleware software, application software, cloud infrastructure software, and hardware (engineered systems; servers; and storage, networking, and industry-specific products), along with support and related services.
Key services: Cloud infrastructure services, Software license updates, Product support, and Hardware support
BT Global
BT Global Services employs 18,100 servicing experts, and offers managed networked IT services and solutions to approximately 6,500 customers. Its offerings include BT One, a communications solution, and BT Contact, a CRM tool, which help in the management of agent desktop applications, call and contact recording, cloud contact centres, and its workforce.
Key services: Network support services, Storage support services, Security and risk management, and Mobility services
A more detailed analysis is available in the procurement market intelligence report titled, ‘IT Support Services – Procurement Market Intelligence 2016’.
