The software industry is in the midst of major change due to the ramifications of software commoditization, the rise of open source, and renewed interest in buying software as a service (SaaS). To better understand maintenance and support practices and preferences for system software, development tools, and application software among executives of large enterprises, ITSMA surveyed 150 buyers for this Focus Report.

Key questions addressed in the report include:

• To whom do customers turn for software support?
• Are third-party maintenance providers gaining traction?
• Which value propositions for software support resonate most?
• How satisfied are customers with software support providers?
• Do customers still see value in their ongoing relationships with software vendors?

Methodology

ITSMA conducted phone interviews with 150 U.S.-based customers representing enterprises with annual revenue of $200 million to $20 billion or more from four vertical markets:

• Manufacturing
• Financial services
• Healthcare
• Public sector

Respondents were screened to ensure their involvement in the purchase or renewal of software support and maintenance services. Typical titles included:

• CIO
• VP of IT
• ERP director
• Director of development
• Director of enterprise applications
• IT manager