The Role of Spare Parts Supply Chains in the Success of New Computer Technology Products

The purpose of this study is to examine the spare parts supply chain when introducing new computer technology products to the market. Background: Despite the growing importance of after-sales service, the supply chain for spare parts for ICT (information and communications technology) products often receives insufficient attention. Materials and Methods: The data was obtained from an analysis of operational service logs encompassing 149,937 warranty service requests and associated Service Level Agreements, augmented by feedback from 1572 surveyed computer equipment customers regarding their after-sales service experience. The data refers to a period of one year (1 January 2023 to 1 January 2024) and takes into account all new products launched in the computer category during this period (116 new products), primarily focusing on equipment such as servers, and the product tree for each of these products. Results: The results are related to increasing requirements for after-sales service, in particular, the supply chain for spare parts, which is of great importance for the development and success of companies producing computing equipment. Conclusions: The study contains original results obtained during scientific research conducted by the authors in the field of logistics and supply chain for spare parts.