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The ITAM Review Australia Conference 2018
The $250BN annual software support and
maintenance market needs more scrutiny:
Campaign for Clear Licensing research findings & best practices
Martin Thompson, CCL
The ITAM Review Australia Conference 2018
http://clearlicensing.org/2018/09/11/250bn/
	•  Survey April-May 2018
•  Published September 2018
•  N=100, UK Conference
•  www.Origina.com
Software Support & Maintenance Survey
The ITAM Review Australia Conference 2018
Why Support and Maintenance?
•  $250BN
•  20% / Pay Twice in five years
•  Ambiguity
•  Huge profit contribution
Bug fixes and security updates
Hand-holding assistance
The right to new versions
"Software	support	and	maintenance	is	the	dominant	
issue	determining	the	success	or	failure	of	a	
relationship	with	a	supplier.”	
“This	is	one	of	the	most	important	if	not	the	most	
important	topic	affecting	the	relationship	between	
a	software	provider	and	a	customer.		It	can	
enhance	or	poison	the	relationship”
The ITAM Review Australia Conference 2018
Objectives vs. Findings
Objectives
•  Renewal factors
•  Key decision makers
•  Support call volumes
•  Best and worst suppliers
•  But…
The ITAM Review Australia Conference 2018
Objectives vs. Findings
Three key findings
1.  Not enough scrutiny
2.  Security drives profits
3.  Strategic ITAM opportunity
Objectives
•  Renewal factors
•  Key decision makers
•  Support call volumes
•  Best and worst suppliers
•  But…
The ITAM Review Australia Conference 2018
1: Not enough scrutiny
What influences the decision making process?
" I can probably get the data out of our
service management tool, but that will
take some time. I don't have it readily
available."
The ITAM Review Australia Conference 2018
1: Not enough scrutiny
* System Owner - Platform /
System / Service Owner /
Application Owner / Budget Holder
* Finance - Contract Managers /
Procurement / Finance / Vendor
Management / Strategic Sourcing
The ITAM Review Australia Conference 2018
2: Security fears generate profits
What is the biggest fear when not renewing
maintenance?
The ITAM Review Australia Conference 2018
2: Security fears generate profits
•  Security fears drive profits
•  Patch availability greyness
•  3rd party support hindered
•  Hardware turning into Software (e.g.
CISCO)
•  Products merging with maintenance
(e.g. Software Assurance)
•  One fat subscription (Cloud)
“(A)	lot	of	legal	scare	stories	of	whether	
3rd	party	software	maintenance	is	
possible	or	not"		
“Hardware	is	increasingly,	slowly,	turning	
into	software	as	hardware	vendors	catch	
on	to	the	idea	that	their	hardware	
microcode	(BIOS	updates,	embedded	OS	
updates,	and	the	like)	are	something	
which	they	can	deny	to	customers	who	do	
not	purchase	software.”	
"Lack	of	access	to	source	code	to	allow	
self	identification	and	remedy	of	faults	-	
this	can	be	remedied	by	software	escrow	
rights."
The ITAM Review Australia Conference 2018
2: Security fears generate profits
Was	the	(third	party)	support	better	or	worse	than	the	original	
supplier?
The ITAM Review Australia Conference 2018
3: Strategic ITAM Opportunity
•  Pareto 80/20
•  Decision Trees
•  Clarity through community
•  SAM Technology
•  Zero-based Renewal Decision Making
•  Challenge support levels
•  Challenge support provider
•  Challenge support viability
•  Challenge structure
"There	is	a	huge	amount	of	value	to	be	
extracted	from	setting	up	a	rigorous	
process	for	support	renewals.”
The ITAM Review Australia Conference 2018
•  How much scrutiny does your renewals process receive
internally?
•  How could it be improved?
•  How, as an industry, could be collaborate and improve?
Group Discussion
The ITAM Review Australia Conference 2018
The $250BN annual software support and
maintenance market needs more scrutiny:
Campaign for Clear Licensing research findings & best practices
Martin Thompson, CCL

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Australia Conference 2018_The $250BN annual software support and maintenance market needs more scrutiny, Campaign for Clear Licensing research findings & best practices

  • 1. The ITAM Review Australia Conference 2018 The $250BN annual software support and maintenance market needs more scrutiny: Campaign for Clear Licensing research findings & best practices Martin Thompson, CCL
  • 2. The ITAM Review Australia Conference 2018 http://clearlicensing.org/2018/09/11/250bn/ •  Survey April-May 2018 •  Published September 2018 •  N=100, UK Conference •  www.Origina.com Software Support & Maintenance Survey
  • 3. The ITAM Review Australia Conference 2018 Why Support and Maintenance? •  $250BN •  20% / Pay Twice in five years •  Ambiguity •  Huge profit contribution Bug fixes and security updates Hand-holding assistance The right to new versions "Software support and maintenance is the dominant issue determining the success or failure of a relationship with a supplier.” “This is one of the most important if not the most important topic affecting the relationship between a software provider and a customer. It can enhance or poison the relationship”
  • 4. The ITAM Review Australia Conference 2018 Objectives vs. Findings Objectives •  Renewal factors •  Key decision makers •  Support call volumes •  Best and worst suppliers •  But…
  • 5. The ITAM Review Australia Conference 2018 Objectives vs. Findings Three key findings 1.  Not enough scrutiny 2.  Security drives profits 3.  Strategic ITAM opportunity Objectives •  Renewal factors •  Key decision makers •  Support call volumes •  Best and worst suppliers •  But…
  • 6. The ITAM Review Australia Conference 2018 1: Not enough scrutiny What influences the decision making process? " I can probably get the data out of our service management tool, but that will take some time. I don't have it readily available."
  • 7. The ITAM Review Australia Conference 2018 1: Not enough scrutiny * System Owner - Platform / System / Service Owner / Application Owner / Budget Holder * Finance - Contract Managers / Procurement / Finance / Vendor Management / Strategic Sourcing
  • 8. The ITAM Review Australia Conference 2018 2: Security fears generate profits What is the biggest fear when not renewing maintenance?
  • 9. The ITAM Review Australia Conference 2018 2: Security fears generate profits •  Security fears drive profits •  Patch availability greyness •  3rd party support hindered •  Hardware turning into Software (e.g. CISCO) •  Products merging with maintenance (e.g. Software Assurance) •  One fat subscription (Cloud) “(A) lot of legal scare stories of whether 3rd party software maintenance is possible or not" “Hardware is increasingly, slowly, turning into software as hardware vendors catch on to the idea that their hardware microcode (BIOS updates, embedded OS updates, and the like) are something which they can deny to customers who do not purchase software.” "Lack of access to source code to allow self identification and remedy of faults - this can be remedied by software escrow rights."
  • 10. The ITAM Review Australia Conference 2018 2: Security fears generate profits Was the (third party) support better or worse than the original supplier?
  • 11. The ITAM Review Australia Conference 2018 3: Strategic ITAM Opportunity •  Pareto 80/20 •  Decision Trees •  Clarity through community •  SAM Technology •  Zero-based Renewal Decision Making •  Challenge support levels •  Challenge support provider •  Challenge support viability •  Challenge structure "There is a huge amount of value to be extracted from setting up a rigorous process for support renewals.”
  • 12. The ITAM Review Australia Conference 2018 •  How much scrutiny does your renewals process receive internally? •  How could it be improved? •  How, as an industry, could be collaborate and improve? Group Discussion
  • 13. The ITAM Review Australia Conference 2018 The $250BN annual software support and maintenance market needs more scrutiny: Campaign for Clear Licensing research findings & best practices Martin Thompson, CCL