Gartner Report: “Address Shelfware and Reduce Software Maintenance Costs by Up to 50% With These Often-Overlooked Best Practices”

This report includes details on third-party support, self-support, alternative vendor options, and software resell options.

Spinnaker Support 2021

Gartner, Address Shelfware and Reduce Software Maintenance Costs by Up to 50% With These Often-Overlooked Best Practices, 29 November 2019, Rob Wilkes, Lori Samolsky

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In this time of flat or reduced budgets, organizational leaders are struggling to reduce their largest IT costs. One easy target should be software support fees for on-premise products, which while increasing annually, generally deliver fewer benefits like updates and fixes over time.  

According to Gartner, ”Sourcing, procurement and vendor management (SPVM) leaders are often unaware of the various different support and maintenance levels that are offered by the vendor. They continue to renew at a premium level of support simply because that’s what they’ve always done.” This is especially painful when an organization has abundant “shelfware,” licenses that are no longer nor ever have been in use.

This Gartner research examines the various options that SVPM leaders have at their disposal, including third-party support, lower-cost support from incumbent vendors, and other ways to reduce shelfware. The authors discuss the benefits, risks, and limitations associated with each option.


According to Gartner, 

Gartner is seeing a growing number of clients evaluating third-party software support, especially prior to moving to a cloud option, and as a way of funding digital initiatives.

Gartner is seeing a growing number of clients evaluating third-party software support, especially prior to moving to a cloud option, and as a way of funding digital initiatives.

Download the Gartner Research

In our opinion, this research is ideal for sourcing, procurement, and IT leaders who:

Are under pressure to reduce annual IT costs

Want an objective overview of their support options

Feel dissatisfied with the cost/benefit ratio of their publisher-provided support