Selecting the appropriate level of support becomes a critical part of the technology purchasing process.

After many years of covering the market, IDC has identified best practices in support services delivery.

EMC has a legacy of support delivery with a specific focus on the "total customer experience."

EMC's Personalized Support Services allow EMC customers to tailor support agreements for their IT environments.

IDC sees significant opportunities for EMC to continue continue expanding and improving customer engagement as part of support services.