TOKYO, July 19, 2012 — International Data Corporation (IDC) has published the results of the 2012 survey on x86 server support in Japan. The survey covered corporate users in Japan with 10 or more employees who operate, maintain, and manage servers. Respondents were asked to evaluate x86 server quality, reliability, and vendor response to failures. They were also asked how the vendor's response to failures would impact server selection in the future.

The survey found that 36.9% of respondents increased the number of x86 servers operated, maintained, and managed in their companies over the past three years, significantly higher than the 20.5% that decided to reduce them. Conversely, 14.2% responded that they had increased the number of systems staff managing servers over the past year, while 22.4% responded that they had cut staff. This indicates a higher workload on systems staff because their numbers are being restrained even as the numbers of x86 servers in operation and under management are increasing.

The top 5 issues in server maintenance identified by respondents were the handling of expirations of manufacturer maintenance, lack of skills for in-house maintenance staff, heavy setup and configuration workloads during replacement periods, inability to implement business continuity and disaster recovery measures, and insufficient numbers of in-house maintenance staff (see Figure 1). x86 servers are inexpensive and it is common to install them in large numbers and distribute processing according to applications and uses. As a result, the handling of maintenance contracts for large numbers of servers, the frequent replacement of servers, and response to failures have emerged as challenges.

Figure 1

The survey also asked about types of failures, percentages of failures, and satisfaction with vendor response to failures in three periods: at the time of server installation, in the first week after installation, and after the startup of operations. Only 50% of users responded that they were satisfied or mostly satisfied with the vendor's response to failure after the startup of server operations. There were, however, differences in failure response satisfaction from vendor to vendor. When questioned about their reaction to server failures, 42.6% of users responded that vendors with high numbers of failures would be excluded from future selections. This response was significantly larger than any other (see Figure 2).

Figure 2

Figure 2

"For server vendors, better user support and quality maintenance after sales should be seen not only as a means to increase user satisfaction, but also as an important ramp-up strategy to future server upgrades and new installations," said Kazuhiko Hayashi, research manager, Servers, IDC Japan.

The IDC study, Japan x86 Server Support Service User Survey 2012 (IDC #JP1573103U) contains a detailed report. This study surveys x86 server managers and operators at user companies regarding their challenges and concerns in the server maintenance and management, analyzes satisfaction with maintenance services of major vendors, and identifies contributing factors.

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. For more than 48 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.

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