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1. Executive Summary
1.1. Category Snapshot
1.2. Global Break-fix services Market Outlook
1.3. Supply Market Outlook
1.4. Demand Market Outlook
1.5. ELINT’s Recommendations for an Ideal Category Strategy
1.6. Category Opportunities & Risks: Break-fix Services
1.7. Negotiation leverage: Break-fix Services
1.8. Talking Points: Break-fix Services
1.9. Covid-19 Impact
2. Market Overview
2.1. Global Hardware & Software Support Services Spending
2.2. Evolution of IT Support Services
2.3. Key Industry Trends
2.4. Technology Trends: AI & RPA
2.5. Case Studies
2.6. Break-fix Services: Drivers & Constraints
2.7. Procurement-centric Five Forces Analysis: Break-fix Services
3. KPIs & SLAs
3.1. Service Categories
3.2. Characteristics of Excellent Helpdesk Support
3.3. Key Metrics: IT Deployment and Support
3.4. KPIs: Key Components
3.5. KPIs: Help desk Services
3.6. KPIs: Desk side/Field Support Services
3.7. SLA Structure
4. Third-Party Maintainers
4.1. Third-Party Maintainers: Services
4.2. Engaging with TPMs: Risks & Mitigations
4.3. OEM vs TPM
5. Sourcing Best Practices
5.1. Third-Party Maintainers: Services
5.2. Engaging with TPMs: Risks & Mitigations
5.3. OEM vs TPM
6. Market Monitoring Insights
6.1. Pricing Models: IT Support Services
6.2. Cost Model: IT Support Services
6.3. Pricing Models: IT Helpdesk Support Services
6.4. Pricing Models: Deskside/Field Support Services
7. RFP/RFI Builder
7.1. RFP Builder
8. Supply Market Outlook
8.1. Supplier Analysis
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