09 Oct Utilizing Third-Party Maintainers to Support Datacenter Environments

Third-Party Maintainers and the Datacenter

Third-party maintainers (TPMs) and hardware support providers have long been a viable alternative to OEM support. Recently, IDC has observed an increase in the use of TPMs due to a growing awareness of their abilities. A 2024 IDC study found that 68% of enterprises surveyed used TPMs to support datacenter assets. This figure represents a significant increase when compared with the approximate 45% usage rate found in a 2021 IDC study (this data included all IT assets, not just those in datacenters).

TPMs offer services including maintenance, repair, and technical support for hardware from different manufacturers. By focusing solely on support and maintenance, TPMs can often deliver more cost-effective and tailored solutions than OEMs.

In addition to cost savings, TPM engineers bring value to the organization through their ability to resolve issues quickly. When IDC asked more than. 1,000 enterprises if they would use TPMs in the future, over 80% said yes. This response highlights the trust companies place in TPMs to keep the datacenter environment up and running.

Third-party hardware support providers will play a key role in modern datacenter operations. These providers help organizations manage their hardware infrastructure efficiently by offering cost-effective, flexible, and quality support services. As datacenters evolve and grow, the importance of third-party support will increase, enabling organizations to maximize their hardware investments and focus on core business objectives. IDC data indicates enterprises are increasingly adopting a TPM for some of their IT estate and validates this approach as a viable option.

Considerations When Working with a Third-party Maintainer

While TPMs can deliver significant value, organizations must carefully evaluate potential partners.

Key factors include:
• Expertise: Look for providers with certified engineers and proven track records across the hardware stack
• Global coverage: Seek providers with strong logistics capabilities, from worldwide parts availability to on-site response service-level agreements.
• Support: Look for a partner that supports equipment beyond OEM end-of-service dates, extending the life cycle of still-reliable assets.
• Tools and automation: Best-in-class TPMs offer proactive monitoring, streamlined ticketing, and clear escalation paths to minimize downtime.
• Process integration: Support services should fit seamlessly into the organization’s ITSM tools and workflows, acting as an extension of the IT team.

Ultimately, success hinges on the TPM’s ability to deliver consistently — keeping operations running smoothly while reducing costs.

Looking Ahead
IDC’s research makes clear that TPMs are no longer a niche option but a trusted pillar of IT support strategy. As datacenters become more complex, the importance of TPMS will only grow. The smart move for enterprises is to evaluate their environments now and identify where third-party support makes the most sense. By aligning with the right TPM partner, organizations can simplify operations, reduce risk, and focus resources on growth. TPMs not only keep today’s datacenter running but can help build a more flexible, future-ready IT foundation.

About the Analyst
Rob Brothers is a program vice president for IDC’s Datacenter and Support Services program, as well as a regular 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 and intelligence on how enterprises should be addressing key areas for datacenter transformation and edge deployment and management strategies.

Links/Resources:
www.Smart3rdParty.com
https://www.idc.com/