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Research Report

The Evolution of the Support Services Business Model

As the technology business continues to be disrupted, the changing business models have a huge impact on support organizations.

The concerns that leaders have regarding their ability to service customers is well founded: Traditional funding models for support organizations are focused on solving yesterday’s problems.

Even for many “born in the cloud” companies, the funding is insufficient to meet the future demands being placed on support organizations. The pandemic has only served to accelerate the existing industry trends.

This white paper will cover:

  • The megatrends that are disrupting technology business models and the growing importance of services revenue.
  • Business model fundamentals and the three basic economic engines.
  • How economic engines influence the funding, operating principles, and objectives of support organizations.
  • The most common service strategies by economic engine type.
  • The future of support service business models.


Authored By:

Vele Galovski

Vice President, Support and Field Services Research, TSIA

Publish Date: February 12, 2021

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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