The State of Support Services

The technology industry is shifting to more of a services-led business model than ever before. According to the Technology Services Industry Association (TSIA), organizations are making fundamental changes to their organization structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. They are adding new services, taking on new roles and responsibilities, engaging with customers in different ways, and consolidating operations functions to create a scalable delivery model focused on customer success and outcomes in a cost structure that meets the company’s revenue, cost and margin goals. This report will explore some of these issues, and how companies can leverage and build upon their support organization’s current infrastructure, talent, operational excellence, and cost structure to achieve success.