Evolution of new technologies such as mobility and cloud and their increased adoption by the enterprise are creating a complex environment of support needs. Although enterprises of all size are using technology relentlessly, Small & Medium Businesses (SMB) have a greater need for tech support because most of them do not have a strong internal IT team and their IT infrastructure requirements in most cases are very different from that of large enterprises. So as small business IT landscape becomes more complex and robust, so do their technical needs. This trend will drive the growth of the SMB tech support market.

In the US SMB segment alone, tech support market will grow at a CAGR of 14 percent from 2012 to 2016, states a recent Parks Associates report. The report predicts by 2016, adoption of cloud services, growing network complexity, and BYOD trend will drive the demand for sophisticated tech support solutions with the market expected to grow to around $25 billion from the current $10 billion.

From the article, "More SMBs to invest in tech support" by Sohini Bagchi.

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