Feature

Vendor support falls short

Ezine

This article can also be found in the Premium Editorial Download "Storage magazine: How to distance your data from disaster."

Download it now to read this article plus other related content.

A recent survey of Fortune 1000 companies by TheInfoPro found widespread user dissatisfaction with vendor technical support.


While the number and complexity of storage products has grown, vendor service levels have been steadily falling over the last few years, according to extensive interviews of Fortune 1000 storage professionals conducted by TheInfoPro Inc., a New York City-based independent research network. "We have seen a drop in some of our vendors' willingness to understand our business," says Wendy Betts, distributed systems storage manager at Hewitt Associates LLC, a global human resources outsourcing and services company in Lincolnshire, IL.

TheInfoPro's latest survey attributed the drop in vendor service levels to the following:

  • Increased product complexity that requires greater knowledge and expertise.
  • Vendor alliances and mergers that initially result in less-integrated solutions and less-knowledgeable support staffs.
  • The convergence of storage, security and networking increases the number of professionals involved in delivering and supporting a product or service.
  • Competitive pressure among vendors creates higher technical support force turnover.

    Requires Free Membership to View

This was first published in May 2006

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: