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Research Report

The State of Support Services: 2020

If your company provides remote services to customers to help them stand up and maintain access to your technology, this report is for you.

As the contribution of service revenue to total company revenue continues to grow, support services plays an increasingly important role in expanding and retaining customers for all technology companies.

In this “State of Support Services” report, we will:

  • Provide an overview of industry trends impacting support organizations.
  • List the top business challenges faced by support services organizations.
  • Address the three strategic questions that will drive support services organizations in 2020 and beyond:
  1. Is support just a cost that should be minimized?
  2. What is behind the artificial intelligence and machine learning buzz?
  3. Is support at the corporate table?
  • Provide a “heatmap” of the critical organizational capabilities required to address the top business challenges.
  • Provide an overview of the capabilities that support services organizations must invest in during 2020 and beyond.

Authored By:

Vele Galovski

Vice President, Support and Field Services, TSIA

​Publish Date: June 30, 2020

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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