Supporting Client/Server Systems--Europe 1994

68 Pages·1994·5 MB·English

DECEMBER
1994
Supporting Client^erver
Systems-Europe 1994
INPUT*
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SUPPORTING CLIENT/SERVER SYSTEMS-EUROPE 1994 INPUT
Abstract
Many
of the changes taking place in the provision of IT product
support and user services are being driven by the client/server
phenomenon. As client/server computing grows in importance,
service providers are having to reassess their service capabilities,
reskill for new technologies and build new relationships with other
IT vendors, as well as with their customers.
The strength of customer demand for client/server solutions is
generating many potential business opportunities for service
providers, yet the mystique surrounding client/server often obscures
the true nature of those opportunities. This report endeavours to
clarify the position regarding opportunities in client/server support
by:
• Explaining how client/server technology is affecting the growth of
customer services markets
Assessing the ways in which user support needs change when
•
organisations make the transition to client/server computing
Analysing user attitudes and preferences, including user
•
satisfaction with current services.
This report is based on European user research focused on
organisations which have made the transition to client/server
architecture in the last two years. The objective of the report is to
provide guidance for service vendors wishing to take advantage of
the significant service opportunities now emerging in the
client/server arena.
CSTQ ©1994byINPUT. Reproduction Prohibited.
Research by
INPUT
17 Hill Street
London W1X 7FB
United Kingdom
Published by
INPUT
1881 Landings Drive
Mountain View, CA 94043-0848
United States of America
Customer Services Programme
Supporting Client/Server Systems-
Europe 1994
©
Copyright 1995 by INPUT. All rights reserved.
Printed in the United States of America. No part
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used only by the employees of and within the
current corporate structure of INPUT’S clients,
and will not be disclosed to any other
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INPUT exercises its best efforts in preparation of
the information provided in this report and
believes the infomation contained herein to be
accurate. However, INPUT shall have no liability
for any loss or expense that may result from
incompleteness or inaccuracy of the infomation
provided.
CSTQ* 612 *1995
15111
SUPPORTING CLIENT/SERVER SYSTEMS-EUROPE 1994 INPUT
Table Contents
of
I Introduction I-l
A. Objectives and Scope I-l
B. The Customer Services Market in Context I-l
C Methodology 1-3
.
D. Report Structure 1-4
INPUT
E. Related Reports 1-4
II Executive Overview II-
A. Client/Server Drives Customer Service Opportunities • II-
B. Users Demand Multivendor and Single Source Support
Capability II-3
C Access to Expertise is the Key to Service Partnerships II-6
.
D. Service Suppliers Must Deliver on Systems Availability
Guarantees II-8
III The Impact of Client/Server on Customer Services
Markets III-l
A Transition to Client/Server Creates Widespread Service
.
Opportunities III-l
B. Equipment Services Stimulated by Client/Server Trend III-3
C. Systems Software Vendors Focus on Server Market III-4
D. Client/Server Computing Drives Education and
Training Market Growth III-
IV Moving to Client/Server — How User Support Needs
Change IV-
A. Transition to Client/Server Changes Support Priorities IV-
B. Support Need Grows as Client/Server Goes
Enterprise-Wide IV-3
C Client/Server Drives Multivendor and Single Source
.
Arrangements IV-5
CSTQ ® 1994byINPUT. Reproduction Prohibited. I
SUPPORTING CLIENT/SERVER SYSTEMS-EUROPE 1994 INPUT
D. Users Look to Equipment Vendors for Client/Server
Support IV-8
V
Client/Server Support-User Attitudes and Preferences V-1
A. Servers Become the Focus for Support Contracts V-1
B. Users Value Access to Expertise Most V-3
C. Users Dissatisfied with Server Systems Availability V-5
D. Value-for-Money for Server Support Could Improve V-5
E. Users Rate Hewlett-Packard, Novell and Sun as Leading
Client/Server Service Providers V-8
F. Users Consider Client/Server Service Providers to
be Partners V-12
A
User Questionnaire A-1
CSTQ
1994byINPUT, Reproduction Prohibited.
SUPPORTING CLIENT/SERVER SYSTEMS-EUROPE 1994 INPUT
Exhibits
I 1 Customer Services Market Structure 1-3
n 1 European Customer Services by Computer Platform II-2
2 User Attitudes to Service Provision Before and After
Transition to Client/Server Computing n-4
3 Change in Service Arrangements Following Transition to
Client/Server Systems n-5
4 Impact of Client/Server on User Support Need n-6
5 User Satisfaction with Client/Server Support Services n-7
6 How Users View the Relationship with their
Service Suppliers n-8
7 Maintenance Arrangements for Server and Client
Equipment n-9
8 User Satisfaction with Server Support Guarantees II-IO
—
m
European Customer Services Market Growth
1
m
by Platform, 1994-1999 ($Billions) -2
.
2 Multivendor Maintenance Market, Europe 1994-1999
($Billions) ni-3
3 Software Product Support Market, Europe 1994-1999
m-5
($Billions)
—
4 Impact of Client/Server Education and Training Market
m-6
Europe
IV 1 Computing Platforms Prior to Client/Server
Implementation IV-2
2 Most Mentioned Support Issues Pre- and Post-
Client/Server IV-2
3 Change in User Support Need Following Transition to
Client/Server IV-4
4 How Service Arrangements Changed Following Transition
to Client/Server Systems IV-6
Mi
CSTQ © 1994byINPUT. Reproduction Prohibited.
9781
SUPPORTING CLIENT/SERVER SYSTEMS-EUROPE 1994 INPUT
A
5 Proportion of Organisations with Multivendor Service
Contract IV-
A
6 Likelihood of Organisations Adopting Multivendor
Service Contract IV-
7 Suitability of Suppliers of Client/Server Support IV-
V
1 Maintenance Arrangements for Server and Client
Equipment V-2
2 Systems Software Support Arrangements for Server and
Client Equipment V-3
3 User Satisfaction with Client/Server Support Services V-4
4 User Satisfaction with Services Related to the Server V-5
5 Value-for-Money Ratings - Equipment Maintenance
Contracts V-6
6 Value-for-Money Ratings - Systems Software Support
Contracts V-7
7 Value-for-Money from Equipment Maintenance Contracts-
Country Comparison V-8
8 User Ratings of Service Supplier Capability - Europe V-9
9 User Ratings of Service Supplier Capability - UK V- 10
10 User Ratings of Service Supplier Capability - France V- 1
1 1 User Ratings of Service Supplier Capability - Germany V- 12
^
12 Client/Server Service Relationships - User View V-13
V CSTQ
i i- 1994byINPUT. Reproduction Prohibited.