Implementation Support: The Unsung Hero of Project Success

Implementation support refers to the assistance provided to organizations during the rollout of new systems, processes, or technologies. This critical phase can make or break a project's success, with a study by McKinsey finding that up to 70% of large-scale IT projects fail to meet their intended goals. Effective implementation support can mitigate this risk by providing training, guidance, and troubleshooting to end-users, as seen in the successful rollout of Salesforce at Coca-Cola in 2009. However, implementation support is often overlooked, with a survey by Gartner revealing that only 30% of organizations prioritize it. As companies like IBM and Accenture continue to invest in implementation support services, the debate surrounding its importance is likely to intensify. With the global implementation support market projected to reach $15.6 billion by 2025, it's clear that this topic will remain a key focus for businesses and IT leaders in the years to come.