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Research Report

The State of Support Services: 2021

"The State of Support Services" provides an overview of industry trends impacting support services organizations.

As the contribution of service revenue to total company revenue continues to grow, support services must play a prominent 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 four strategic imperatives that will drive Support Services organizations in 2021 and beyond:
    • Staying on top of fast-changing industry trends.
    • Maximizing support efficiency.
    • Aligning your business model with new demands placed on support.
    • Improving the customer experience…the way the customer wants to be served.

Each year, the TSIA research team puts together a series of "State of" reports that include fact-based research and data from their engagement with the leading companies in the tech industry. Executives from companies large and small, including 80% of the Fortune 100 tech companies, rely on the findings, recommendations, and industry-validated best practices in these reports to help them make strategic business decisions and achieve business outcomes, faster.


Authored By:

Vele Galovski

Vice President, Support and Field Services, TSIA

Publish Date: March 17, 2021

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Peg Rodarmel, SVP, Subscription Services, Infor

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