The Impact Of Open Systems On The Services Market In Germany

46 Pages·1993·2.5 MB·English

JANUARY
1993
THE IMPACT
OF
OPEN SYSTEMS
ON THE
MARKET
SERVICES
GERMANY
IN
A
Study for
Hewlett Packard (Germany)
INPUT
by (Europe)
INPUT
17 Hill Street, Mayfair, London WIX 7FB, U.K. [phone]
24, avenue de Recteur Poincare, 75016 Paris, France [phone]
Sudetenstrasse 9, D-6306 Langgons-Niederkleen, Germany [phone]

IMPACTOFOPEN SYSTEMSONTHE SERVICESMARKET, GERMANY INPUT
Researched by
INPUT
17 Hill Street
Mayfair
London W1X 7FB
United Kingdom
Published by
INPUT
1280 Villa Street
Mountain View
CA 94041
United States
IMPACTOFOPENSYSTEMSON THESERVICESMARKET, GERMANY
Copyright (c)1993 by INPUT. All rights reserved.
Printed in the United Kingdom.
No part of this publication may be reproduced or
distributed in any fonn or by any means, or stored
in a database or retrieval system, without the prior
written permission of the publisher.
The information provided in this report shall be used only by the employees of
and within the current corporate structure of INPUTS client Hewlett Packard, and
will not be disclosed to any other organisation or person including parent,
subsidiary, or affiliated organisations without prior written consent of INPUT.
INPUT exercises its best efforts in preparation of the infonmation provided in this
report and believes the information contained herein to be accurate. However,
INPUT shall have no liability for any loss or expense that may result from
Incompleteness or inaccuracy of the information provided.
YEHP2* 567- 1993
Digitized by the Internet Archive
2015
in
https://archive.org/details/impactofopensyst0002unse
1 1
IMPACTOFOPEN SYSTEMSON THE SERVICESMARKET, GERMANY INPUT
Table of Contents
Introduction
A
Scope ofthe Report I-l
B Methodology I-l
C Report Structure 1-2
D Related INPUT Research Programmes and Reports 1-3
Executive Summary
A HP
reputation is not for services II-
B Desktop services demand grows II-2
III Research Results and Conclusions
A What open services are offered? III-2
1 . Support contract services III-5
2 Service products III-7
.
3. Project services III-9
4. Consultancy services III-11
5. New services in demand III-12
B Who buys services? Ill-14
C What will be spent on services? Ill-15
D How will vendor shares change? III-2
E Conclusions III-27
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IMPACTOFOPEN SYSTEMSONTHE SERVICESMARKET, GERMANY INPUT
List of Exhibits
Introduction
I
-1 User Respondent's Industry Sector Profile 1-2
II Executive Summary
-1 Key Findings II-2
-2 Key Recommendations II-3
III Research Results and Conclusions
-1 Open System Services? III-l
-2 Integrated Services - Co-working III-2
-3 Support Contracts - User Growth Expectations, Germany,
1992 ni-5
&
-4 Service Repair Centre Trends III-6
-5 Multivendor Service Trends III-6
-6 Service Products - User Growth Expectations, Germany 1992 III-7
-7 Education and Training Trends III-8
-8 Project Contracts - User Growth Expectations, Germany 1992 III-9
-9 Systems Integration Trends III-IO
-10 Consultancy Contracts - User Growth Expectations, Germany
1992 III-11
-11 Consulting Trends III-12
-12 User Demands for New Services, Germany 1992 III-13
-13 User Experience With Client-Server, Germany 1992 III-13
-14 Trends - Who Buys Services in Germany? III-14
-15 User Expectations - IT Budget Content Trends, Germany III-15
-16 How Will German IT Budgets Change? III-16
-17 Computer Services Forecast Germany III-17
-18 Forecast Impact of "Open" Systems on Computer Services -
Germany III-18
-19 Forecast ofVendor Independent Computer Services - Germany III-19
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IMPACTOFOPEN SYSTEMSONTHE SERVICESMARKET, GERMANY INPUT
-20 Vendor-Independent Services, Germany III-20
-21 User Expectations - Future Success ofVendor Groups,
Germany 1992 ni-21
-22 User Opinions ofNamed Vendors, Germany 1992 III-22
-23 Professional Services Leading Vendors Germany 1991 III-23
-24 Systems Integration Leading Vendors Germany 1991 III-23
-25 Market Shares by Service Vendor Group, Germany III-24
&
-26 Education Training by Services Vendor Group, Germany III-25
-27 Top Selection Criteria - Systems, Germany III-26
-28 Conclusions - Organisation III-27
-29 Conclusions - Channel Partners III-28
-30 Conclusions - Positioning III-28
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_

IMPACTOFOPEN SYSTEMSONTHE SERVICESMARKET, GERMANY INPUT
Introduction
I
This report is abriefanalysis ofmaterial researched in Germany during the
autumn of 1992, and presented to the services management ofHewlett
Packard (Germany) at a meeting in Bad Homburg on January 14th 1993.
The report is designed to assist in Hewlett Packard's understanding ofthe
impact on customer's service needs ofthe trends to open systems and client-
server computing:
A
Scope of the Report
This report reviews and analyses the current types of service offered and
forecasts changes likely over the next three to five years.
The report assesses trends for four major sectors that constitute Hewlett
Packard's services business.
• Customer support services
&
• Education training
• Professional project services
• Consulting services
B
Methodology
This report is based principally on German research activities conducted by
INPUT during October to Decemberl992:
• Internal briefmg interviews to initiate the project and face-to-face
interviews with key HP service managers in Germany over a subsequent
two-day period.
IIM
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IMPACTOFOPEN SYSTEMSONTHE SERVICESMARKET, GERMANY INPUT
• Face-to-face in-depth interviews with 30 IT managers in Germany, using
a questionnaire designed by INPUT and agreed with HP. The
questionnaire contained both prompted and un-prompted, and both
qualitative and quantitative questions. Exhibit I-1 shows the industry
sectors in which these user respondents operate.
User Respondent's Industry Sector Profile
EXHIBIT 1-1
Government Other
• INPUTS continuous analysis of service vendors provided a source of
data on the responses ofanother twelve services vendors in Germany to
the open systems trends.
• ENPUTs other multi-client and custom research programmes into
software, services and maintenance in the German marketplace.
Additionally INPUTs extensive library and data-base ofinformation
relating to the software and services industry was used.
C
Report Structure
The remaining chapters ofthis report are structured in the following way:
• Chapter II is an executive overview offering a concise summary ofthe
contents ofthe report.
• Chapter III describes INPUTs assessment ofthe dimensions ofthe main
constituent sectors ofthe German services market. It proposes a "most
likely" scenario for the impact ofthe trends to open systems, to end-user
purchasing, and the relative success ofdifferent vendor groupings.
1-2 YE-HP2
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