The $250BN annual software support and maintenance market needs more scrutiny, Campaign for Clear Licensing research findings & best practices: Martin Thompson, The ITAM Review (ITAM Review Annual Conference Australia 2018).

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