• New! 2009 Service and Support Metrics Survey
• 2009 Research Results: The Distributed Workplace: The Challenges of Support
• 2008 Service and Support Metrics Survey
• 2008 Trends in Customer Relationship Management (CRM)
• 2007 Multichannel Service and Support Executive Survey Report
  (please note: you must be a member of supportindustry.com to view this research. Not a member? It's free...click here.)
• State of IT Outsourcing - October 2006
• Service and Support Metrics - March 2006 (member log-in required)
• Service and Support Metrics - March 2005 (member log-in required)

View the latest research related to the Service and Support Industry!

Forrester Updates Outlook For Global And US IT Purchases In 2009
Global purchases of IT goods and services by businesses and governments in 2009 are projected to decline by 10.6 percent when measured in US dollars, compared with the 3 percent decrease previously projected at the beginning of the year by Forrester Research, Inc. The latest quarterly update of Forrester's IT spending outlook also projects a 5.1 percent decline in the US annual IT market, compared with the 3.1 percent decrease previously forecast.

IT Salaries Fall - Demand Down for IT Professionals
Janco released its 2009 Mid Year IT Salary Survey which shows that overall pay has declined for IT Professionals in the past 18 months. Janco also found that demand is down for IT Professionals.  Many companies have instituted hiring and spending freezes in addition to laying-off of staff.  This has been augmented by extensive outsourcing, bonus reductions, and elimination of IT contractors -- which has decreased the demand for IT professionals and in some cases lowered wages, with higher priced positions being eliminated.

Could U.S. IT Pros Be Losing a Seat at the Strategic Table?
While many information technology (IT) professionals are investing in specific areas of IT infrastructure, 55 percent say the economy has changed the role of IT and 51 percent say that budget constraints are the biggest barrier to their innovation, according to a new study commissioned by Microsoft Corp. and conducted by Harris Interactive(R) Inc. The study results indicate that IT professionals in the U.S. are devoting less budget to innovation than their counterparts in the U.K., Japan and Germany.

Gartner Highlights Five Attributes of Cloud Computing
As cloud computing begins to move beyond the pure hype stage and into the beginning of mainstream adoption, Gartner, Inc. has identified the five attributes of cloud computing. By using these attributes, it is possible to see how strongly a cloud solution (or service) adheres to the cloud computing model.

Recession Causes Rising IT Project Failure Rates
Recession-related IT budget slashing and layoffs are taking their toll on IT project success rates, according to the results of the latest CHAOS Summary 2009 report from The Standish Group. The Boston, Mass.-based IT project management research and consulting firm surveyed 400 organizations and found a decrease in IT project success rates and an increase in IT project failure rates during the past two years.

Many Large Enterprises Underestimate Risk from Terminated Employees
Courion(R) Corporation, has released survey results revealing that while a vast majority (93%) of organizations are confident that terminated employees pose no security risk to their systems by virtue of legacy access, many have limited or no knowledge of the systems to which their active and terminated employees have access. This unwarranted confidence in system security leaves companies vulnerable to attacks that could cost millions.

Survey Reveals Lack of Understanding by Business Executives of the Value of Disaster Recovery and Business Continuity to Organizational Success
There is a significant disconnect between information technology (IT) and business executives when it comes to disaster recovery preparedness, according to the results of a new State of Disaster Recovery survey. While both sets of executives share same views on the importance of information availability to the business, survey data reveal a split in how to achieve the goal of minimizing downtime when an unplanned IT outage occurs.

Gartner Advises Organizations to Monitor IT Service Providers' Actions to Increase Their Flexibility and Avoid Bankruptcy
In today’s economy, IT service providers are faced with declining market revenue and an acute need to protect their margins, so organizations need to understand the changing behavior of IT service providers and the measures they take to avoid unforeseen business and operation risks, according to Gartner, Inc. In addition, organizations need to ensure that their providers remain the right fit for them.

Global IT Security Survey Finds Insider Snooping on the Rise
Despite a sharp rise in data breaches and increased media awareness on the subject, the third annual Cyber-Ark survey reveals that 35 percent of IT workers now admit to accessing corporate information without authorization, while 74 percent of respondents stated that they could circumvent the controls currently in place to prevent access to internal information.