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SSPA P R E S S R E L E A S E S Motive
Research Measures Enterprise Demand for Advanced Remote Services Austin, TX, June 18, 2003 - As part of its continuing commitment to help technology providers better map offerings to significant service trends, Motive Communications, Inc. (www.motive.com) today released preliminary findings from a survey it commissioned on service and support needs of enterprise software, storage and server users. Conducted by Mindwave Research, the study examines the expectations and perceptions of enterprise IT decision makers. Among the most interesting initial findings is that despite the increasing commoditization of service and support offerings, enterprise IT buyers indicated strong demand for more advanced remote services from technology providers. The willingness to invest in these value-added services translates into potential new opportunities for vendors to maximize efficiencies in service delivery, generate incremental service revenues and differentiate service offerings with more sophisticated service delivery capabilities. Results from the survey suggest service opportunities for technology providers, including:
Motive is working with the research division of the Service and Support Professionals Association (SSPA) to conduct further analysis of the comprehensive results of the survey. The Enterprise Storage Group (ESG) will provide segment specific analysis of the storage market. The additional findings and conclusions will be released in the coming months. “It is essential to stop and listen to customers. This study provides the support industry with a profound opportunity to understand what services enterprise customers want and need from IT vendors,” commented Tom Sweeny, director of Research for the SSPA. “SSPA Research will be working with Motive to reveal customer perceptions and expectations and the implications and opportunities for IT service organizations.” Advanced remote services are service offerings aimed at optimizing the value of enterprise technology throughout the customer lifecycle – from initial design and deployment through ongoing maintenance, upgrades, and expanded use. By dynamically gathering computing environment data and leveraging collaborative support capabilities, advanced remote services guarantee system performance and uptime of equipment. These automated, advanced remote services allow vendors to simultaneously differentiate their offerings and drive new service revenues. According to Steve Kenniston, ESG storage technology analyst, these automated services are the wave of the future. “With today’s complex IT infrastructures and ever shrinking budgets for resources, enterprises are looking to vendors to help provide proactive services and keep their enterprises operating efficiently 24x7. Remote services are going to be key differentiators for vendors.” “As the leading provider of service infrastructure software, we feel an obligation to understand the challenges and opportunities that face our customers,” said Mike Maples, Motive’s chief strategy officer. “Not only does this research help Motive provide better, more targeted support services for enterprise technology users, but it helps show our high tech vendor customers that there is an opportunity to use advanced remote services to increase revenue and differentiate against competition.” To receive additional information on this research study, please register here. About
Motive # # # The Motive logo, Motive Communications, Inc., Motive xi SmartService Suite, and MotiveSmart are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective holders. Contact: Kari Bautsch Hernandez |
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