Rob Addy

A member of the Gartner Blog Network

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things product support services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here

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You are standing at the end of a road before a small brick building

by Rob Addy  |  January 4, 2013  |  3 Comments

Now is not the time for retrospectives. Now is not the time for musings of things yet to come. Now is the time for action. Where do you want to go? Who do you want to be? What do you want to achieve? We are at the start of a new chapter in the history of product support services. The dark innovation free ages are gone forever. Does this sound a little over ambitious? I think not. It’s time to turn your back on the omnishambles that was the break fix model and embrace prevention, total cost optimization and solution advocacy. Your customers definitely want it. Well the ones that actually run the businesses and sign off your invoices do. It’s better for you. It’s better for them. Why not be better in 2013? A new adventure awaits. Are you game?

Service customer expectations continue to evolve… Are your service portfolios evolving too?

In 2012, the beast that is the product support industry awoke, yawned, scratched its nether regions and rubbed its sleep filled eyes. The beast is awake. The beast is hungry. The beast must forage and feed. What will happen now is up to you… It’s an exciting time within the product support space. “Exciting” is not normally a word associated with product support but I think it is justified this year. Truly predictive services are finally here, many more are coming. Contextual constituency specific service elements are on the immediate horizon. Analytics-based automation will mature. Value added content streams will sweep away providers that fail to take notice of the rising tide of support goodness. Customer experiences will be designed rather than left to happen by chance… Yes, the product support market is on the move. Three cheers for the product support beast!!!

“So what can we expect from you in the coming weeks and months?” I hear one or two of you mutter beneath your breath, feigning interest politely ;-)

Well, I am now the Agenda Manager for the Infrastructure Services agenda within Gartner’s Technology and Service Provider division.  From this notional position of authority I am blessed to have the opportunity to help try and steer / cajole / promote our provider-focused research coverage on product support, data center and infrastructure management, infrastructure utility and work space and user-centric services (i.e. Desktop and Service Desk services) for the next 12-18 months or so. I will outline our formal research plans after the official Agenda Overview note publishes sometime in the next week or so. Please rest assured that we really do have some cracking stuff planned for you all! :-)

One of the initiatives we will be starting this year is to conduct a greater proportion of thematic cross discipline research i.e. research that will culminate in notes that are designed to be deliberately relevant and valuable to providers and executives within multiple service towers. Whilst the examples cited in the notes will relate to the coverage area of the primary authors I am hoping to ensure that we include guidance on how the topics discussed can be applied to alternative disciplines and scenarios. This will hopefully increase the volume and depth of coverage that we are able to provide without duplicating effort or having to dabble with the bio-science necessary to clone my colleagues.

You will be getting less commentary and even more actionable guidance than before. We will be more opinionated than ever. Telling it as we see it so that all may learn from the best and the worst that we encounter. Above all else we are the provider’s advocate and confidante. You, the much maligned and misunderstood provider community are our primary audience. You are the wind beneath our wings. ;-) We appreciate you. We respect you. And we want to help you to be the best that you can be. We won’t always agree. But then again, that’s kind of the whole point! We want to challenge you (and be challenged by you in return). We hope to spark your interest and earn your respect. If you are successful then we will be successful. We aspire to become the de facto decision support system for product management, product marketing and service delivery executives within providers in our space. Simple.

An overly ambitious and grandiose objective? Perhaps… But we all need a mission!

Naturally, I won’t be doing any of this alone. There is literally a whole team of crack analysts (or is that analysts that love the “craic”?) that contribute to, and work within, the Infrastructure Services agenda. The combined talent that I am able to call upon is truly staggering. My role is merely to assemble my optimum IMF team and to help them to make the impossible possible for you. I will be introducing many of them over the next few posts so that you can learn about their specialisms, preferences and how they can help you most effectively…

It’s going to be fun!

TRKFAM (or perhaps, given the title of this post I should say “Xyzzy” instead)

3 Comments »

Category: Support Strategy     Tags: , , ,

3 responses so far ↓

  • 1 Abel   January 19, 2013 at 11:24 am

    It´s about time, I got time from all of the commentary and I felt like there should have been more actionable guidance than before. I want to learn from the best and that is where you guys come it ;) . Show me the money!

  • 2 Scott Maxworthy   January 22, 2013 at 10:38 pm

    “AROUND YOU IS A FOREST” :) – yes, tech and user experience/ expectation has come a long way.

  • 3 Rob Addy   January 23, 2013 at 12:05 pm

    Interesting point Scott… The experience has undoubtedly changed. But has it really improved? At least in the days of yore one could use ones imagination to fill in the blanks whereas now the provider enforces their view of goodness upon you irrespective of whether or not it aligns with your own perceptions of value and quality. :-)

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