A White Paper, sponsored by Dell

Lower Costs and Drive Better
Outcomes with a Single Vendor
for Multiple IT Services
RESEARCH BY:

Rob Brothers

Program Vice President,
Datacenter and Support Services, IDC

Randy Perry

Vice President,
Sales Enablement Practice, IDC

April 2022 | IDC Doc. #US48941022

Tom Mainelli

Group Vice President,
Device & Consumer Research, IDC

Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Table of Contents

Click on titles or page numbers to navigate to each section.

Executive Summary .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3Background and Methodology .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 5More PCs in an Organization = More Services Purchased .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6More Services Purchased by an Organization = Higher Satisfaction with
Service Provider .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 7Multiple Single-Sourced Services = Better User Experiences.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 8Highly Collaborative Organizations Buy More Services .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 9Technology Makes the Workplace More Attractive.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 10
Better Customer Experiences from More External Services.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 12
Multi-Service Buyers Feel Better Prepared About Data Security .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 12
Multi-Service Buyers Improve Customer Experience, Satisfaction, and Loyalty.  .  .  .  .  . 13
Multiple Services Lower IT Costs .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 14
Bottom Line: Single-Source Service Delivers Better Device Experiences
and More Cost Savings.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 16
About the Analysts.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 18

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Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Executive Summary
The last two years have seen IT rise to the challenge of rapidly
supporting new ways of working and collaborating, both in-office
and remotely. Forward-looking organizations are rethinking how
they deploy and optimize IT resources, and a growing percentage areturning to trusted partners for help. New IDC research examines howorganizations are moving important PC-related IT functions to trusted
service partners to improve their organizations’ resiliency, enhancebusiness processes, and improve employee experiences.
Moreover, the research shows that organizations that buy multiple
services from a single vendor often reap the largest benefits.
Based on a multicountry survey and in-depth interviews, key findings from IDC’s
analysis show that:
Companies that purchase and use multiple services from a single vendor gain
cost savings of 53% annually, or as much as $176 per year per device. A primarycontributing factor is integration across the “seams,” which are the zones between
services.
The more services a company buys, the better the experiences and value it canderive from the devices connected to those services. Those buying the most services
are 75% more likely to “leverage benefits” as compared with those purchasing the
fewest services. There is virtually no evidence of diminishing returns.

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Table of Contents3Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Companies that use one vendor for multiple PC-related IT services see a 37%
increase in employee satisfaction on average. Services include things like: imaging,
device deployment and application installation.
Well-orchestrated PC deployments reduce the impact of unplanned downtime bymore than 50%. A single PC services provider saves a company $176 annually per PC
via savings and net revenue benefits.
IDC’s business value model demonstrates that there are benefits in user experiences
and customer experiences as well as significant cost savings to be had from both buying
multiple services and buying services from a single source. While the benefits increased
when adding more services, a more significant impact was seen by those organizations
that relied on a single PC services provider rather than multiple providers (see Figure 1).

FIGURE 1

Benefits of Using Multiple Services from a Single Provider

Improve employee
experience

Deliver better
employee outcomes

Deliver better
customer outcomes

29%

Faster initial PC
deployment

37%

Increase in employee
satisfaction

17%

Higher customer
satisfaction

16%

Fewer deployment
problems

21%

Lower employee
turnover15%

Higher customer
retention

70%

Less time spentdealing with help desk

35%

Higher revenue
growth30%

Less unplanned
downtime

Note: Represents organizations that had six or more services compared with companies that had two services and multiple providers.
Source: IDC, 2022

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4Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Background and Methodology
The global pandemic has caused organizations to undergo a tectonic shift seemingly
overnight, enabling and supporting a remote workforce in short order, and more
recently shifting more gradually to a new normal of in-office and remote, otherwise
known as hybrid work. The pandemic also launched or accelerated employment
trends in distributed workforces, as well as work-at-home/anywhere behavior.
Further, the existing talent crunch intensified over the past two years, as employees
left existing positions to seek opportunities that more closely fit their needs and goals.
It has required organizations to increase focus on hiring, retention, and making work
environments positive for employees.
At the same time, industries continue to modernize through digitalization of their coreproduct and service offerings and redirection of IT from management of existing
technologies toward development and experimentation.
The combination of these trends — shifts in where work gets done, a
hyper-competitive talent market, and the move to embrace modernization throughinnovative IT — has led organizations to evaluate what functions might be betteraccomplished through outsourcing to trusted partners. When it comes to IT,
most have engaged service providers to some degree, but few have invested in
end-to-end PC life-cycle services, and even fewer have done so with one partner.
Conventional wisdom would lead to a belief that “more is better,” but dealing withmultiple organizations for services can create gaps in coverage and difficulties inhandoffs that can drive the overall quality of service down. IDC suspected there wasvalue to be gained “in the seams” between services and was commissioned to study
this supposition in more depth.
Many day-to-day tasks of IT involve servicing and supporting client devices, tasks
that can often be transitioned to a trusted service partner. To better understand thevalue of doing so, IDC conducted new primary research, the resulting highlights ofwhich are presented in this paper. Our analysis was based upon a multicountry surveyof more than 500 qualified respondents at medium- to large-sized companies thatpurchased a variety of PC services.

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Table of Contents5Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

The IDC survey, complemented by in-depth interviews, asked about services,
staffing, deployment, ongoing operations, user experiences, and business outcomes.
We examined the results in terms of the number of PCs managed and services
purchased and, based upon that analysis, developed a business value model.

More PCs in an Organization = More
Services Purchased
To level set, the first step is to understand how and why organizations purchase services,
and if there is a relationship between services and the number of PCs they have.
Figure 2 (next page) illustrates that most organizations surveyed (57% to 73%,
depending on the service) purchased services from external organizations across thedevice lifecycle. Regardless of service type, companies with 1,000+ PCs were more
likely to buy services.
IDC characterized the services as follows:
Project management: Pre-deployment readiness assessment, scheduling andplanning, shipping and logistics, documentation
Physical/remote deployment: Physical device deployment and setup, including
unpacking of the PC and monitor, asset tagging
Imaging: Preparing and installing images including drivers, operating system,
security, and common applications, at factory or onsite (using tools such as SCCM,
AutoPilot, Workspace ONE, etc.)
Application configuration and installation: Includes departmental applications
and user-specific applications (application install may be manual or automatedthrough tools such as SCCM.)
Ongoing system operations: Call management and handling, physical break fix,
system management (patching, troubleshooting, optimization), or all of these in a
managed support contract
Asset recovery and disposal: Including proper handling and disposal ofequipment at end of life

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6Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

FIGURE 2

Companies with More PCs More Likely to Buy Multiple Services(% of respondents)
Types of services purchased from external organizations

77%

75%
72%

60% 60%

59%

58%
55%

Imaging

62%

60%

55%

54%

Asset recovery
and disposal

Physical/remote
deployment

100 to 499 employees

63%

64%

66%

Projectmanagement

500 to 999 employees

66%

73%

68%

App
configuration

Ongoing system
operations

1,000+ employeesn = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

As shown, the two most purchased types of services either extended through thedevice’s lifecycle or were for application installation. Early- and later-stage services(including imaging and asset recovery/disposal) were less prevalent.

More Services Purchased by an
Organization = Higher Satisfaction with
Service Provider
Figure 3 (next page) shows that organizations that purchased a greater number ofservices tended to rate their external providers’ efficiency and effectiveness best.
That’s not surprising — and may confuse cause and effect — but IDC’s analysis showedthat the highest average ratings did not necessarily coincide with the most purchased
services (nor did purchase sync one-to-one with internal IT shortcomings).
Project management and physical deployment rated well, as did the most popularongoing system operations. This suggests that some services may be underutilized fortheir value and cost savings. These external services also enhanced users’ perceptionof their own internal IT, an extremely important metric to instill confidence in the user
experiences with IT.

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7Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

FIGURE 3

The More Services Purchased from One Provider, the Higher the Service Provider Rating
Based on 5 point scale where 1 = performs poorly and 5 = performs very well/highly efficient
Provider Efficiency/Effectiveness Rating
4.5
4.3

4.5
4.3 4.3 4.3

4.4 4.4

4.3

4.4

4.1

4.3
4.1

4.6

4.5

4.4
4.2

4.6
4.4

4.2
4.0

4.3

4.1

3.8
Asset recovery
and disposal

Ongoing system
operations

2 services

Appconfiguration

Imaging

Physical/remote
deployment

3 services

4 to 5 services

Projectmanagement

6+ services

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Multiple Single-Sourced Services =Better User Experiences
IDC’s analysis of the survey data showed that organizations that purchase more
external services tend to deliver better employee experiences and businessoutcomes. There’s no evidence from the respondents that they see diminishingreturns in adding services. And many respondents seek to leverage the benefits of asingle provider — including integration, device and application expertise, and support
across device lifecycles — for multiple services.
In fact, when IDC asked those surveyed what they believed were the benefits ofbuying two or more services from the same company that sold them their devices,
the two responses cited most often were “to leverage benefits of acquiring from one
source” and “to get a better experience with the device.” Each reason was cited bymore than four in 10 (42%) of all respondents, a few percentage points higher than“gaining cost benefits” (39%) or “streamlining procurement and deployment” (38%),
the third and fourth most popular reasons.

“Purchasing multiple services is really done to increase the user’s satisfaction. Even if I pay
a little more than what I’d pay someone else, I’m getting a better experience, and that’s
what really matters to us. I’d also say it increases user productivity because you don’t wantusers waiting six hours for something to be fixed.”

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8Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Companies buying the greatest number of services were 75% more likely to cite
“to leverage benefits” than those purchasing the fewest, as shown in Figure 4.
Clearly, the former group sees the value in the integration across the seams between
services that the PC supplier can provide.

FIGURE 4

Companies Buy More Services from a PC Vendor to Leverage Benefits of a Single Source(% share of group agreement with statement)(Number of services
purchased)

To leverage benefits of acquiring hardware, software, and services from one source
51%

6+

42%

4 to 5

38%

3

29%

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

40% of companies that use a single vendor for PC-related IT services cite ‘better
device experience’ as a primary reason they use one vendor. While that was a smaller
percentage than those buying four to five services (47%), it still ranked as their second
most popular reason, right alongside having one organization responsible.
On nearly all of the business outcome questions IDC asked, purchasing more services
correlated with more positive results. For example, organizations with the mostservices said they had the fewest users of newly deployed PCs reporting lost data,settings, or other problems after deployment. The share of their employees reporting
problems was 13% lower than the average, and over 20% lower than that of thosepurchasing the fewest.

Highly Collaborative Organizations
Buy More Services
Besides reducing the number of problems, organizations that bought more services
reported that their technology enables a high degree of collaboration across any
location and device type, as shown in Figure 5 (next page).

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9Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

FIGURE 5

Companies with More Services Support High Collaboration(% share of group agreement with statement)(Number of services
purchased)

My organization’s technology enables a high degree of collaboration with internal or external teams from any
place, at any time, on any type of device
54%

6+

45%

4 to 5

43%

3

34%

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Multiple-service buyers delivered effective remote and distributed operations inaddition to collaboration. Half of the respondents that bought the most services said
they could support a highly diversified and distributed workforce as well as securely
deliver apps and devices to any location. Nearly as many (49%) said they could secureconnectivity and manage devices regardless of physical location. Those figures wereabout 20% to 50% higher than average.
Just over half (55%) of the companies IDC surveyed said that, looking back, they were
sufficiently or exceptionally prepared to adopt new ways of working in response to thepandemic. Those with more services led the pack. Likewise, those that purchased themost services were the most likely to say that their organization is more resilient due toinvestments in work-from-home initiatives. Nearly half (47%) said so, one fifth higher
than average.

Technology Makes the Workplace
More Attractive
Contributing to the talent crunch, the pandemic has spawned a high number of
employee resignations across many industries. Nearly nine out of 10 organizations
believe that the technology they provide to their employees impacts their ability to
attract and retain talent. Companies that use one vendor for four or more PC-related IT
services were 20% more likely to say, “they felt prepared for the work from anywhere in
the world the pandemic necessitated”.

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10Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

FIGURE 6High Number of Services Correlates with Talent Attraction and Retention(% of respondents)(Number of services
purchased)

Q. Do you believe that the technology that your organization provides its employees impacts its ability to attract
and/or retain top talent?
6+

89%

9%

2%

4 to 5

90%

10%

1%

80%

3

13%
86%

2

Yes

No

8%
1%

13%

Don’t known = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Services help a company show vision and a sophisticated approach to technology.
The more services bought, the more likely a company is to believe that its tech makes
it an appealing place to work, as shown in Figure 7. Companies that use one vendor for
four or more PC-related IT services see employee satisfaction ratings that are nearly
one third better than companies with fewer services.

FIGURE 7

Organizations with the Most Services Are Most Likely An Appealing Place to Work Based on
Vision and Tech Approach(% share of group agreement with statement)(Number of services
purchased)

My organization’s vision and approach to technology make it an appealing place to work for younger as well as
older employees
47%

6+

37%

4 to 5

36%

3

26%

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

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11Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

Better Customer Experiences from
More External Services
It’s not just an organization’s employees who get better experiences from outsourced
services; its customers do as well. Those positive customer experiences lead to positive
business results in terms of customer happiness and retention. The pattern of more
services purchased equaling better results held true when applied to customers as well.

“We got remote workers back to supporting clients faster and productivity went up.”
Overall, nearly nine out of 10 multiple service–buying companies believed using
external services delivers a better experience for their customers. As shown in Figure 8,
93% of the ones buying the largest number of services agree with the statement.

FIGURE 8

External Services Help Companies Deliver Better Customer Experience(% of respondents)(Number of services
purchased)

Q. By using external services, do you feel your customers get a better93%

6+4 to 5

86%

3

86%
85%

2

Yes

No

7%

0%

14%

1%

13%
15%

3%
0%

Don’t known = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Multi-Service Buyers Feel Better
Prepared About Data Security
The number of services a company purchases correlates with belief in its preparedness
to secure customer, company, and employee data — a key factor in keeping customers
happy. Companies that use one vendor for six or more PC-related IT services are 25%
more likely to say, “they feel well prepared to secure company, customer and employeedata” compared to those with just two services from a single vendor.” (see Figure 9,
next page).

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12Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

FIGURE 9

Multi-Service Buyers Feel Better About Data Security(% share of group agreement with statement)(Number of services
purchased)

My organization’s technology is well prepared to secure company, customer, and employee data
56%

6+

47%

4 to 5

32%

3

31%

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Multi-Service Buyers Improve
Customer Experience, Satisfaction,and Loyalty
Organizations that bought four or more services were the most likely to have improved
customer experience, satisfaction, and loyalty. Figure 10 shows that both groups, tier 1
and tier 2, improved their metrics by over one fifth. Likewise, those buying six or more
services were above average in improving customer retention (improved metrics by 19%).

FIGURE 10

Improved Customer Satisfaction Results from External PC Services(% improvement)(Number of services
purchased)

Q. By how much have you improved customer satisfaction/loyalty/experience as a result of using external
resources for PC services?
6+23%

4 to 5

23%
19%

3

20%

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

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Multiple Services Lower IT Costs
Better experiences outweigh cost benefits for most organizations, but savings were
the benefits cited third-most often by all respondents across the seven options
the IDC survey offered. IDC’s business value model demonstrates that there are
significant cost savings to be had both from buying multiple services and from buying
them from a single source.
Organizations with the most services lose the least user time (1.5 hours) when there
are problems after a PC deployment, according to the survey and illustrated in
Figure 11. Survey respondents estimated that the business cost per hour associated withinstallation challenges around PCs, lost data, and/or device issues was over $2,400.

FIGURE 11

Organizations with More PC Services Experience Less Lost Employee Productivity During
Deployment(Number of services
purchased)(mean number of hours)
Q. How much time does a typical user lose when there are problems, lost data, or settings after PC deployment?
1.5

6+
4 to 5

1.8

3

1.8
2.0

2

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

Given the importance of PCs to everyday work and the resources devoted to ongoing service,it’s critically important to make deployments efficient, timely, and seamless.
IDC analyzed the data from two points of comparison:
The value of using multiple services — “value across the seams”
The value of relying on a single service provider
IDC’s analysis considered the following in evaluating the cost to organizations ofdeploying PCs:
IT labor staff time costs involved in life-cycle activities
User productivity costs calculated based on time that a user cannot use the PC because oflife-cycle activities, including deployment-related problems and changes required
Benefits to the business

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Companies with the most services saved $48 per PC in IT staffing for deployment,
as illustrated in Figure 12 from IDC’s model. They saved $7 per PC in lost user
productivity during deployment. Annual support cost savings in IT staffing, lost user
productivity, and revenue lost from downtime were notable (see Figure 13).

FIGURE 12

Adding PC Services Enabled Organizations to Reduce Their IT Staff Costs for Deployment(average cost of IT staff for deployment per PC)

Organizations with six services saved $48 per server (32%) compared with organizations with two services$19

2 services$24

3 services

$14

$20

4 to 5 services

$14

$18

6 services

$11

$14

$20
$19

$21

$18
$14

$14

$23

$18

$19
$17

$17

$14

$13

$24
$19

$18

Total: $128

Total: $111

Total: $102

Total: $80

Project management
Physical/remote deployment
Imaging
Application configuration and installation
Ongoing system operations

Asset recovery and disposal

n = 500, Source: IDC Dell Custom Survey: Understanding Value, 2021

FIGURE 13

Positive Impact Across Benefit and Costs for Multiple-Service Organizations(annual cost and benefits per PC)
$216
$160

$136

$112

$86

$100

$81

$50
IT staff costs$46
Lost user productivity costs

2 services

3 services

$43

$36

$34

Revenue lost from downtime

4 to 5 services

6 services

n = 500, Source: IDC Dell Custom Survey: Understanding Value; 2021

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Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

While the benefits increased when adding additional services, a more significant impact
was seen by those organizations that relied on a single PC services provider rather thanmultiple providers. Starting with PC deployment, organizations that leverage a single
provider for PC services save time and money on every system that is provisioned,
resulting in $31 savings per PC.
The out-of-the-box user experience was better for those using a single provider as well,with those organizations deploying new PCs 22% faster and with 14% fewer problems,
resulting in 20% less lost user productivity costs and an estimated 44% lower businesscost during PC deployment.

Bottom Line: Single-Source Service
Delivers Better Device Experiences andMore Cost Savings
Well-orchestrated PC deployments lead to lower ongoing support costs for help desk
operations and reduce the impact of unplanned downtime. A single PC services provider
saves a company $176 a year via savings and net revenue benefits, as shown in
Figure 14. Because those services are integrated, the benefits occur in every life-cycle
phase. The most significant benefit is in help desk operations, where IT staffing costs
are reduced by two thirds for a $100 savings per PC. And lost user productivity costs are
reduced by over 50%.

FIGURE 14

Organizations that Use a Single PC Services Provider Have 53% Lower Annual Costs(average annual cost per PC)$187

Multiple providers

$136

$7

Total: $330

Savings = 53% ($176 per PC)
Lost user
productivity costs$70

IT staff$79$5

User productivity

Total: $154

Net revenue loss
Source: IDC Analysis, 2022

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Lower Costs and Drive Better Outcomes with a Single Vendor for Multiple IT Services

IDC’s survey and interview analysis confirmed that leveraging a trusted partner —particularly a single provider — is a viable and cost-effective way to deliver better
employee and customer experiences and business outcomes. Over one third of thesurvey respondents saw offloading IT tasks to an external provider as a benefit, but evenmore believed in the leverage gained by integration and the resulting better device
experience and cost savings.

“The value for us is all about our management allowing us to subcontract, so we can free up
IT for other projects the business needs. That’s how IT contributes to our business goals
because we can support more projects and that is what the business requires from us.
That is a very clear and important business benefit.”

IDC’s analysis and value modeling confirmed those beliefs about leveraging a trusted
partner. Companies that purchased multiple external services delivered better employee
and customer experiences and business objectives with minimal diminishing returns fromadding more services. To get the most benefit from a relationship with a service provider,companies must perform due diligence. Companies should evaluate the effectivenessof their own internal IT and create a maturity matrix of what they do extremely well andwhere they need assistance. Doing this will help align priorities and develop a soundstrategy on how to engage with the services company.

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About the Analysts
Rob Brothers

Program Vice President, Datacenter and Support Services, IDC
Rob is a program vice president for IDC’s Datacenter and Support Services program, as well as aregular contributor to the Infrastructure Services and Financial Strategies programs. He focuses on
worldwide support and deployment services for hardware and software and provides expert insight andintelligence on how enterprises should be addressing key areas for datacenter transformation and edge
deployment and management strategies. IT hardware services covered include IoT devices, converged
infrastructures, storage, servers, client devices, networking equipment, and peripherals. Software
covered includes software-defined infrastructures, cloud support, operating systems, databases,
applications, and system software. He also has expertise in the latest consumption models, which
include as-a-service models such as device-as-a-service.

More about Rob Brothers

Tom Mainelli

Group Vice President, Device & Consumer Research, IDC

Tom manages the Device & Consumer Research Group, which covers a broad range of hardware
categories, inclusive of both home and enterprise markets, as well as IDC’s growing consumer research
practice. The device research includes PCs, tablets, smartphones, wearables, smart home products,
thin clients, displays, and virtual and augmented reality headsets. He also manages IDC’s supply-side
research team that tracks display and ODM production across a wide range of products. IDC’s consumer
practice, built upon its Consumer Technology Strategy Service, tracks numerous consumer-focused
metrics utilizing frequent surveys and IDC-branded indexes. The consumer research also includes
in-depth services focused on gaming and video. In his role as group vice president, he works closelywith company representatives, industry contacts, and other IDC analysts to provide in-depth insightand analysis across a wide range of both commercial and consumer topics. He also oversees thecollection of historical shipment data and the forecasting of shipment trends in cooperation with IDC’s
Tracker organization. A frequent public speaker, he travels often and enjoys the opportunity to work withcolleagues and clients all over the world.

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Randy Perry

Vice President, Sales Enablement Practice, IDC
Randy is vice president of the Sales Enablement Practice at IDC Worldwide Custom Solutions. He
is responsible for helping IT providers sell their products and services to C-level decision makers
through tying technology initiatives to improved business outcomes. He is currently working on multiple
projects linking IT initiatives (cloud, mobility, AI, social, and IoT) to improving business outcomes suchas increasing agility, improving customer experience, and becoming more innovative; and quantifying
the financial impact in terms of business metrics (revenue growth and lower operational costs). In his
previous role, he developed and led IDC’s Business Value Strategy Practice for over 20 years. As IDC’s
thought leader in promoting the financial benefits of IT, he has pioneered return-on-investment and costof-ownership methodologies and business value sales tools development and sales training, completing
more than 1,000 studies.

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A White Paper, sponsored by Dell
April 2022 | Doc. #US48941022

Table of Contents

18This publication was produced by IDC Custom Solutions. As a premier global provider of market
intelligence, advisory services, and events for the information technology, telecommunications,and consumer technology markets, IDCʼs Custom Solutions group helps clients plan, market, sell,and succeed in the global marketplace. We create actionable market intelligence and influential
content marketing programs that yield measurable results.

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