News

Group Codifies IT Maintenance Consumer Rights

A council of global IT CIOs, in conjunction with research group Gartner Inc., has released a "code of conduct" for solution vendors on IT maintenance issues.

The Gartner Global IT Council for IT Maintenance released the report this week, defining seven critical issues in hardware and software maintenance. The report defines a set of "consumer rights" that address each issue.

"The council represents the voice of some very large customers," said David Cappuccio, vice president and chief of research for infrastructure at Gartner, in a telephone interview. "I suspect that large vendors will want to listen to what they [the council] are saying, given the size and depth of the market."

According to Gartner, hardware and software maintenance represent a significant IT expense for many enterprises, and it is a major source of revenue for vendors such as Microsoft, Dell and HP.

"Both the vendors and the customers have a lot at stake, so it just makes sense that we identify some best practices for doing  business," said Cappuccio.

The council is made up of chief information officers (CIOs) and CIO equivalents from leading companies around the world. It includes representatives from Lowe's Companies, McGraw-Hill, Lukoil (Russia), Bell Helicopter, Tata Motors (India), Anheuser-Busch InBev, Bank of Canada and others.

IT maintenance is the topic of a second report of recommendations issued by the council. The first focused on cloud services.

Cappuccio said that the council initially identified more than 35 issues concerning IT maintenance and then concentrated on the top seven. The seven basic rights of the consumer address issues ranging from predictable software updates and vendor response times to the right to end or change a support contract for products that are not in use.

"We realize that not all vendors are going to adopt these rights to the letter, but this will serve as a starting point for critical vendor-customer communications," said Cappuccio. "We also realize that some of these rights may interfere with certain vendors' business agendas and competitive strategies.

"The point is we now have some talking points, and if some of the larger vendors adopt some of these policies, or even come up with their own, we will have a better set of business practices regarding hardware and software maintenance."

Gartner is currently circulating the code of conduct to IT vendors, and it is available for free here.

About the Author

Herb Torrens is an award-winning freelance writer based in Southern California. He managed the MCSP program for a leading computer telephony integrator for more than five years and has worked with numerous solution providers including HP/Compaq, Nortel, and Microsoft in all forms of media.

Featured

  • Spaceflight Training in the Middle of a Pandemic

    Surprisingly, the worldwide COVID-19 lockdown has hardly slowed down the space training process for Brien. In fact, it has accelerated it.

  • Surface and ARM: Why Microsoft Shouldn't Follow Apple's Lead and Dump Intel

    Microsoft's current Surface flagship, the Surface Pro X, already runs on ARM. But as the ill-fated Surface RT showed, going all-in on ARM never did Microsoft many favors.

  • IT Security Isn't Supposed To Be Easy

    Joey explains why it's worth it to endure a little inconvenience for the long-term benefits of a password manager and multifactor authentication.

  • Microsoft Makes It Easier To Self-Provision PCs via Windows Autopilot When VPNs Are Used

    Microsoft announced this week that the Windows Autopilot service used with Microsoft Intune now supports enrolling devices, even in cases where virtual private networks (VPNs) might get in the way.

comments powered by Disqus

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.