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Research Report

2021 Support Organization Structure

This report is for Support Services members only

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Support leadership continues to struggle with staffing investments. Many executives are under considerable pressure to reduce costs, which is often done by reducing headcount. The 2021 Support Organization Structure Survey explored the support investment by size, role, and geography. It identifies how organizations continue to transform their structures and reveals how support structures compare. Insights include:

  • How do support structures compare by geographical support center locations?
  • What are the primary charters of fellow member support organizations?
  • As traditional support roles expand beyond traditional break/fix support, what new roles are being hired into the support function?
  • What organizational structures (global, regional, business unit) are TSIA members using?

Authored By:

Sara Johnson

Director, Support Services Research, TSIA

Dave Baca

Director, Support Services Research, TSIA

Publish Date: May 15, 2022

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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