2011 State of the Industry: Six Trends Every Support Organization Must Know

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Executive Summary

Want to take a look under the hood of today's support organizations? recently surveyed nearly 500 organizations about their support infrastructure and the tools and processes driving their support initiatives.

"2011 is a turning point for cloud architecture in support."

This new white paper explores the results of's groundbreaking survey and the 6 trends every support organization must know.

Read the white paper to learn:

  • Why the lines between frontline and level II support are blurring
  • Who's using the cloud for support
  • How customer satisfaction measurements are changing
  • And more...

  • Format: PDF
  • Size: 540 KB