2022 Gartner®Market Guide for Microsoft Product Support Services, Worldwide

"By year-end 2026, the market share for third-party providers of Microsoft support will be 25% to 30%, up from 10% to 15% in 2022".


Key Findings

  • Unlike many software and SaaS providers, Microsoft does not require organizations to purchase advanced support to get security fixes, product updates, or maintenance.
  • The cost of Microsoft Unified Support usually increases each year for many customers, sometimes to the point that they struggle to justify and afford it.
  • Third-party providers compose 10% to 15% of the market for Microsoft support, with Microsoft owning the rest of the market.
  • Sourcing, procurement, and vendor management (SPVM) leaders are often unsure of how to evaluate third-party Microsoft support providers.

"Microsoft products can represent a huge percentage of an organization’s software and SaaS infrastructure, and Unified Support is the default support offering. Sourcing, procurement, and vendor management leaders can use this guide when evaluating support solutions for optimum value and service".

Gartner, Market Guide for Microsoft Product Support Services, Worldwide, Michael Silver, Adam DeJoy,3rd August 2022
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