Knocked woozy, ill-prepared IT organizations are trying to cover up after being sucker-punched with a vicious combination of emerging security threats. Despite being staggered by a flurry of more sinister and sophisticated viruses, worms and other malicious code, there's no sign of throwing in the towel as companies scramble to seek help from providers that can offer a complete set of security solutions (beyond just software), including support services. According to new research from IDC, worldwide security software support services spending will climb from $1.43 billion in 2005 to an impressive $2.13 billion in 2010.
Overall, customers are increasingly viewing support services as not just supporting an IT product, but supporting a business process. Expanded premium support offerings and enhanced remote and proactive support offerings are key differentiators for security software support services. Vendors committed to providing the valuable security support their customers crave will experience a higher degree of customer intimacy, gaining a distinct advantage over the competition when the client prepares to upgrade its security infrastructure.
Other key findings from the report include:
- U.S. security software support services spending will reach to $925 million in 2010.
- Many IT organizations lack security expertise in house.
- Despite advances in remote support tools, traditional telephone and onsite support remains essential.
- Both domestic and pure-play offshore providers are increasing their global sourcing sophistication.
- Continued macroeconomic stability will drive IT spending, including support services.
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