The Bottom Line
Dashboard
1.0 Introduction
1.1 Key Questions Addressed
1.2 Scope
1.3 Data Sources for this Report
1.4 Company Briefings for the Report
2.0 State of the Market
2.1 Defining the SMB Market
2.1.1 The Evolution of the Small Business Market
2.1.2 Very Small, or MicroSMBs
2.1.3 Non-employer firms
2.1.4 Nonprofits and Charities
2.1.5 Number of locations
2.2 Definition of the Technology Environment
2.3 Hardware and Equipment Spending
3.0 Major Tech Support Issues Facing SMBs
3.1 Bring Your Own Device (BYOD)
3.2 Supporting the Network
3.3 Moving into the Cloud
3.4 Additional IT Issues Facing SMBs
4.0 The Challenge of Selling SMB Tech Support
4.1 Refining and Educating the Market
4.2 Recommendations and Reputations are Key
4.3 SMBs Turn to Independent Tech Support Firms
4.4 Business Models are Evolving to Reach SMBs
4.5 Low-Hanging Fruit for Service Providers
4.5.1 Cox Communications Tech Solutions Program
4.5.2 Comcast’s Signature Support
5.0 Forecasts
5.1 Forecast Methodology
5.2 Computer Set-up
5.3 Technology Support
5.4 Technology Support Subscriptions
5.5 Server Support
5.6 Backup Services
5.7 Summary of Support Service Revenues
6.0 Implications and Recommendations
6.1 Implications
6.2 Recommendations
Glossary
Index
