Ill-prepared global IT organizations are trying to cover up after being "sucker-punched" with a vicious combination of emerging security threats, IDC warned yesterday.
According to new research from the analyst firm, these cover-up attempts will help worldwide security software support services spending climb from $1.43 billion in 2005 to an impressive $2.13 billion in 2010.
Overall, customers are found to be increasingly viewing support services as not just supporting an IT product, but supporting a business process.
"Given the dynamic nature of the threat environment, support services are essential for organizations trying to protect themselves," said Matt Healey, senior research analyst for IDC's Software and Hardware Support Services program. "Vendors must understand the needs of their customers and respond accordingly to truly be successful in this evolving space."
The IDC study, Worldwide and U.S. Security Software Services 2006-2010 Forecast and Analysis, expanded premium support offerings and enhanced remote and proactive support offerings are key differentiators for security software support services. Vendors committed to providing the valuable security support their customers crave are expected to experience a higher degree of customer intimacy, gaining a distinct advantage over the competition when the client prepares to upgrade its security infrastructure.
The report predicts that U.S. security software support services spending will reach to $925 million in 2010. IDC also noted that many IT organizations lack security expertise in house and, despite advances in remote support tools, traditional telephone and onsite support remains essential.
In addition the analyst points out that both domestic and pure-play offshore providers are increasing their global sourcing sophistication.