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Research Report

The State of Support Services: 2023

We need to build a support organization that will thrive in 2023 and beyond.

In 2023, we are clearly operating in uncharted territory.

Traditional business models are being disrupted, a new post-pandemic workplace has emerged; economic headwinds are leading to tech layoffs, while we have two openings for every unemployed person in the United States. How companies respond will determine if they are going to be around for the next tech bubble or not.

Support services will have to be at the forefront of this response. In this paper, we will:

  • Describe why this economic downturn is different. 

  • Provide an overview of industry trends impacting support organizations.

  • Identify near-term responses to the current environment.

  • Introduce the five pillars of support services—the key to long-term success:

    • Support service delivery optimization.

    • Support service business model.

    • Self-service and knowledge management.

    • Improving the customer experience.

    • Talent management.

  • Provide the 2023 support services capabilities heatmap.

Each year, TSIA's team of research experts 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 trends and 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 Research, TSIA

Publish Date: January 11, 2023

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Peg Rodarmel, SVP, Subscription Services, Infor

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