Global IT Support Services Category - Procurement Market Intelligence Report

A comprehensive analysis of the major cost drivers, demand and supply market trends in different regions, and category management insights are offered in this market intelligence report.

  • Published: Dec 2018
  • Pages: 106
  • SKU: IRCMSTR10255-1
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Key findings: IT support services


In an effort to augment the quality of services, buyers are investing in different segments of IT support services to upgrade the existing support/service infrastructure. This is one of the key factors driving the category spend momentum. This IT support services sourcing and procurement report predicts a substantial growth for the helpdesk-as-service segment due to the widespread adoption of desk automation systems to reduce the time and repetitive administrative tasks. This will further contribute to the category growth in the coming years. This procurement market intelligence report also offers detailed insights into the total pricing outlook, supply market forecasts, and identifies the key category growth drivers to help the buyers reduce spend.

Insights delivered


This IT support services sourcing and procurement report offers a scrupulous analysis of the sustainability and negotiation strategies of top suppliers and buyers. In addition, it also provides information on the total cost of ownership outlook and strategies to cut down on costs.

Additional insights offered by this market intelligence report will help buyers:

  • Understand the spend potential within the market
  • Analyze supplier cost breakup
  • Understand the cost dynamism trends
  • Identify cost drivers
  • Devise negotiation strategies

Analyze the global category spend for IT support services


The growing penchant towards digitization and rapid technological enhancements are increasing the demand for hardware as a service, which is a component-based categorization of the IT support services. According to this market intelligence report, which is a part of the information technology portfolio, the hardware as a service segment is anticipated to around $300 billion by 2026, which will offer a major boost to the category spend growth rate during the forecast years.

Additional insights offered in this market intelligence report include:

  • Global spend on IT support services for the period of 2017-2022
  • Procurement best practices
  • Key sustainability practices
  • Buyer and the supplier ecosystem


Optimize category spend for IT support services


This IT support services procurement research report recommends that buyers must select suppliers on their ability to offer customized service packages. Such packages will enable buyers to select those services that are required by the business infrastructure, without overriding the TCO. Buyers are also expected to look for value-added services such as predictive maintenance services while engaging with the service provider.

This market intelligence report also offers a coverage of:

  • Category maturity across regions
  • Supplier and the buyer KPIs
  • Major category enablers


Assess the regional spend potential


A fragmented supply market and presence of high-quality IT support services are favoring a high degree of category adoption in North America. Increasing IT investments done by the government will increase category spend momentum in MEA. In recent times, APAC has emerged as one of the fastest growing regions in the global category. This development is credited to the end-user sectors like pharmaceuticals, retail, and utilities who are increasing their investments in IT to improve the efficiency of their business operations.

This IT support services sourcing and procurement report offers an overall spend analysis and segments the total spend according to various geographies, which include:

  • APAC
  • MEA
  • Europe
  • North America
  • South America
  • Global

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Analyze the IT support services supply landscape


In a market that is highly subjective to the technological strides, suppliers must be assessed based on their capabilities to respond to newly implemented IT technologies and infrastructure at the buyers facilities.

This market intelligence report also identifies the major costs incurred by the suppliers and offers a coverage of:

  • Supplier relationship management metrics
  • Incumbent supplier metrics
  • Supply market forecasts


Build effective category management strategies for IT support services


Category managers must conduct a total cost of ownership analysis to identify the potential cost-saving opportunities. Management of TCO is highly complex due to the wide range of factors that can potentially affect targeted cost savings. Hence, category managers must devise KPIs to select best-fit service providers to reduce TCO.

Key insights offered in this IT support services sourcing and procurement report will help the buyers identify:

  • Global and regional category risks
  • Category growth drivers
  • Supplier selection criteria


Identify major category enablers


The centralized procurement model will help buyers obtain spend visibility with respect to the category spend. It also assists buyers to successfully categorize tier 1 and tier 2 suppliers within its supply base. This model involves a centrally carried out planning and buying decisions. However, non-core categories or in case of tail spend areas, it is decentralized. Mostly local or regional execution is opted for in such instances.

This IT support services sourcing and procurement report also offers a comprehensive overview of the procurement organization models and provides an overview of:

  • Centralized models
  • Center-led/ partially center-led models
  • Decentralized models
  • Coordinated models

A comprehensive overview of the top suppliers, supply market forecasts, and the best negotiation levers are offered in this market intelligence report.

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PART 01: Executive Summary

PART 02: Market Insights

  • Global category spend
  • Category spend growth
  • Spend segmentation by region
  • Regional spend dynamics
  • Regional influence on global spend
  • Regional spend opportunity for suppliers

PART 03: Category Pricing Insights

  • Pricing outlook
  • Supplier cost structure
  • Outlook for input costs
  • Total cost of ownership analysis
  • Overview of pricing models
  • Comparison of pricing models
  • Supply chain margins
  • Cost drivers impacting pricing
  • Volume drivers impacting pricing

PART 04: Cost-Saving Opportunities

  • Supplier-side levers
  • Buyer-side levers
  • Quantifying cost-saving opportunities
  • Quantifying cost savings by negotiation strategies

PART 05: Best Practices

  • Innovation and success stories
  • Procurement excellence best practices
  • Procurement best practices
  • Sustainability practices

PART 06: Category Ecosystem

  • Market favorability index for suppliers
  • Competitiveness index for suppliers
  • Buyer power
  • Supplier power
  • Threat of new entrants
  • Threat of substitutes
  • Buyer ecosystem
  • Supplier ecosystem

PART 07: Category Management Strategy

  • Category management objectives
  • Supplier and buyer KPIs
  • Outsourcing category management activities
  • Risk management

PART 08: Category Management Enablers

  • Procurement organization
  • Category enablers

PART 09: Suppliers Selection

  • RFx essentials
  • Supplier selection criteria
  • Service level agreement
  • Incumbent supplier evaluation metrics

PART 10: Suppliers Under Coverage

  • Overview
  • Supplier positioning
  • Profile: Microsoft
  • Profile: IBM
  • Profile: Fujitsu
  • Profile: Oracle
  • Profile: BT
  • Profile: DXC Technology

PART 11: US Market Insights

  • Category spend in the US
  • Price outlook
  • Supplier cost structure in the US
  • Margins of suppliers in the US
  • Category cost drivers
  • Category volume drivers
  • Overview of best practices in the US
  • Procurement best practices in the US
  • US supply market overview
  • Supplier positioning for the US
  • Regional category risks

PART 12: Category Definition

  • Category hierarchy
  • Category scope
  • Category map

PART 13: Appendix

  • List of abbreviations
  • Key notes
  • Global category spend (2018-2023)
  • Category spend growth (2018-2023)
  • Regional spend dynamics
  • Regional spend dynamics
  • Comparison of category maturity across regions
  • Regional spend opportunity for suppliers (2018-2023)
  • Category pricing dynamics
  • Supplier cost breakup
  • Input cost dynamics
  • Total cost of ownership model
  • Benefit comparison of pricing models
  • Pricing models – comparison matrix
  • Supplier margin analysis
  • Margin analysis across supply chain
  • Cost drivers
  • Volume drivers
  • Cost-saving opportunities: Supply-side levers
  • Cost-saving opportunities: Demand-side levers
  • Cost-saving opportunity matrix
  • Negotiation grid
  • Innovation and success stories
  • Procurement excellence summary: Impact on the category
  • Supplier relationship management metrics
  • Strategic sourcing and category management metrics
  • Technology-facilitated procurement metrics
  • Procurement best practices dashboard
  • Sustainability practices: Impact on the category
  • Sustainability best practices
  • Market environment score
  • Market competitiveness score
  • Buyer power score
  • Supplier power score
  • Ease of market entry score
  • Ease of substitution score
  • Buyer ecosystem: Outlook
  • Supplier ecosystem: Outlook
  • Ecosystem disruption threats
  • Key category management objectives
  • Supplier KPI dashboard: Importance for the category
  • Buyer KPI dashboard: Importance for the category
  • Category management enablers
  • Risk management matrix
  • Category enablers: Procurement model
  • Category enablers: Technology
  • RFx questions
  • Phase I RFI considerations
  • SLA terms
  • Supplier performance benchmarking criteria
  • Supplier operational capability matrix
  • Supplier positioning matrix
  • Microsoft – Key information dashboard
  • IBM – Key information dashboard
  • Fujitsu – Key information dashboard
  • Oracle – Key information dashboard
  • BT – Key information dashboard
  • DXC Technology – Key information dashboard
  • US category spend (2018-2023)
  • Category pricing dynamics
  • Supplier cost breakup
  • Supplier margin analysis
  • Margin analysis across supply chain
  • Cost drivers
  • Volume drivers
  • Procurement excellence summary: Impact on the category
  • Supplier relationship management
  • Strategic sourcing and category management
  • Technology-facilitated procurement
  • Procurement best practices dashboard
  • Supplier operational capability matrix
  • Supplier positioning matrix
  • Risk management matrix
  • Category definition
  • Category nuances
  • Importance of category relative to other categories

Research Framework

SpendEdge presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key category influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.


Primary research

  • Procurement heads
  • Category managers
  • Sourcing consortium professionals
  • Industry experts and thought leaders
  • Procurement managers
  • Category heads of suppliers
  • Client account heads/managers
  • Client and industry consultants

Secondary research

  • Industry journals and reports
  • Periodicals and new articles
  • Category webinars
  • Internal categiry playbooks
  • Industry and government websites on regulations and compliance
  • Internal databases
  • Industry blogs/thought leader briefings



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