Information Technology Reference
In-Depth Information
Software Upgrades
Software companies revise their programs and sell new versions periodically. In some cases,
the revised software offers new and valuable enhancements. In other cases, the software uses
complex program code that offers little in terms of additional capabilities. In addition, revised
software can contain bugs or errors. When software companies stop supporting older software
versions or releases, some customers feel forced to upgrade to the newer software. Deciding
whether to purchase the newest software can be a problem for corporations and people with
a large investment in software. Should the newest version be purchased when it is released?
Some users do not always get the most current software upgrades or versions, unless it includes
significant improvements or capabilities. Instead, they might upgrade to newer software only
when it offers vital new features. Software upgrades usually cost much less than the original
purchase price.
Global Software Support
Large global companies have little trouble persuading vendors to sell them software licenses
for even the most far-flung outposts of their company. But can those same vendors provide
adequate support for their software customers in all locations? Supporting local operations
is one of the biggest challenges IS teams face when putting together standardized, company-
wide systems. Slower technology growth markets, such as Eastern Europe and Latin America,
might not have any official vendor presence. Instead, large vendors such as Sybase, IBM, and
Hewlett-Packard typically contract with local providers to provide support for their software.
One approach that has been gaining acceptance in North America is to outsource global
support to one or more third-party distributors. The user company can still negotiate its
license with the software vendor directly, but it then hands the global support contract to a
third-party supplier. The supplier acts as a middleman between software vendor and user,
often providing distribution, support, and invoicing. American Home Products Corporation
handles global support for both Novell NetWare and Microsoft Office applications this way
throughout the 145 countries in which it operates. American Home Products, a pharma-
ceutical and agricultural products company, negotiated the agreements directly with the
vendors for both purchasing and maintenance, but fulfillment of the agreement is handled
exclusively by Philadelphia-based Softsmart, an international supplier of software and
services.
In today's computer systems, software is an increasingly critical component. Whatever
approach people and organizations take to acquire software, everyone must be aware of the
current trends in the industry. Informed users are wiser consumers, and they can make better
decisions.
 
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