| Title & Authors | | Publication Date | | Functional Areas | | Download |
|---|
SaaS Technology Enables Customer Intelligence for the Services Industry
Guy Gauvin, Executive Vice President, Global Services - Taleo
Click to view summary | | October 2011 | | Services, Technology, Software | |  |
Guy Gauvin, Executive Vice President, Global Services - Taleo
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Technology, Software Keywords: Services, SaaS, SaaS Model, Cloud Computing, Cloud Service Offerings, Customer, Customer Intelligence, Infrastructure, enterprise services, Software-as-a-Service Guy Gauvin will share challenges, insights, and experience from more than a decade of building and managing global consulting, support, training, and other key service areas for Taleo.
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Professional Services Power Hour
Bo DiMuccio, VP of Research and Advisory Services - TSIA
Click to view summary | | October 2011 | | Services, Strategy, Research | | |
State of the Discipline and Impact of Cloud on Professional Services Bo DiMuccio, VP of Research and Advisory Services - TSIA
October 2011 Service Disciplines: Professional Services Functional Areas: Services, Strategy, Research Keywords: Cloud Computing, Professional Services, research, Benchmarking, Multi-Member Study The disruption of the cloud computing revolution has been top of mind for technology services executives for some time. As part of this, there has been an assumption that PS business models would be experiencing upheaval as well, though the effects have been very unevenly felt. To determine the actual current and expected impacts of Cloud on PS, TSIA conducted a Member Survey in late summer, early fall 2011. This session will cover a detailed overview of the survey results.
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Focused On Improvement and Excellence
Thomas Pridham, Vice President & General Manager, Organizational Development Services - TSIA
Click to view summary | | October 2011 | | Service Delivery | | |
The Value of a 3rd Party Practice Assessment Comparing Your Service Businesses to Best-in-Class Thomas Pridham, Vice President & General Manager, Organizational Development Services - TSIA
October 2011 Service Disciplines: Professional Services, Field Services, Support Services Functional Areas: Service Delivery Keywords: improving operations, Organizational development, Professional Services, Services, Best Practices, Service Delivery Model, Service delivery In 2011, TSIA took the proven approach of the support services organizational development program, and applied it to professional services. Over the past six months, executive director, Thomas Lah, and vice president and general manager ODS, Thomas Pridham, have been working with a select group of global professional service organizations to develop a robust set of criteria for PS practice diagnostic evaluation and potentially future PS operational certification. In a follow-up breakout session on Wednesday, Thomas Lah will overview the approach used in the PS focused ODP "Pilot" Diagnostic program. He will also overview the test criteria and provide examples of how companies are applying the criteria to improve PS performance.
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Changes for Service: The Impact of Changing Business Models on Service and Finance
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
Click to view summary | | October 2011 | | Services, Finance | | |
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Finance Keywords: Business Model, Services, finance management, Finance, Pricing, Cloud Computing, Cloud Service Offerings, Revenue, Revenue Recognition, Margin, Cloudprem, on-premise offerings Mobile computing, the consumerization of technology, and the adoption of cloud technologies are reshaping software providers' strategies in design, delivery channels, and in the economics of software licensing. Enterprises need to adapt their business models and operations to meet the enhanced expectations of the Digital Consumer and ecosystem. The new business models affect every facet of the enterprise. With new XaaS subscription models, what do the accompanying financial models look like?
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The New Realities of Social: A Guide for Tech Services
Shawn Santos, Director, Community & Social Media Programs - TSIA
Click to view summary | | October 2011 | | Services | | |
TSIA Research Uncovers Leading Trends & Best Practices Shawn Santos, Director, Community & Social Media Programs - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services Keywords: Social Media, Technology, Services, Social Media Trends, Social Media Best Practices, Strategy, Education Services, Field Service, Professional Services, Support Services We’ll unveil data and trends from the 2011 - 2012 TSIA Social Media Survey and the most illuminating case studies that demonstrate exactly how companies are leveraging social media, and uncover which strategies, tools and processes are being used most successfully by today’s services organizations. This session dismantles the hype surrounding social media and explores real-world examples of how technology companies are successfully using social media in services. We’ll delve into newly released data on channel adoption, operational best practices, attracting participation, integration with corporate infrastructure and processes, ROI, and building an effective social media strategy.
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Services You Expect: Best Practices in Operating and Growing a Managed Services Organization
Andrew Manos, Director of Managed Services - Kronos
Click to view summary | | October 2011 | | Services, Delivery, Service Delivery, Strategy | | |
Andrew Manos, Director of Managed Services - Kronos
October 2011 Service Disciplines: Professional Services Functional Areas: Services, Delivery, Service Delivery, Strategy Keywords: Cloud Computing, Cloud Service Offerings, Managed Services, enterprise services, Enterprise Software Support, SaaS, SaaS Model, Professional services With changes in the technology climate and the growing trend of cloud computing models, customers have new expectations and requirements of their software solutions. The changes make it necessary for organizations to reevaluate their service strategies and business model to maximize their effectiveness. Navigating through the cloud to develop a successful service strategy that adequately satisfies both the needs of the customer and the service organization's business objectives can be difficult to achieve. Learn how, in just two years, Kronos Incorporated, a global leader in workforce management solutions, was able to embrace a SaaS model and grow its managed services organization to host over 300 customers while generating revenue and maintaining excellent margin performance.
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Consulting Communities The Key to Running an Effective Organization
Mark Dorsett, Vice President, Global Services - PTC
Click to view summary | | October 2011 | | Services, Operations | | |
Mark Dorsett, Vice President, Global Services - PTC
October 2011 Service Disciplines: Professional Services Functional Areas: Services, Operations Keywords: Consulting, Consulting Servcies, Product Lifecycle, Product Lifecycle Management, Lifecycle Management, Software, Services, Professional Services, Margin, Strategy, Professional Development, enablement In this session, participants will learn about PTC's approach for organizing and managing the consulting delivery organization. The presenter will explore topics that include the role of a principal consultant, career management, firm building, competency centers, professional development, and having an attitude where every person believes they have three responsibilities. These are (1) make the customer successful, (2) develop yourself, and (3) contribute back to the firm.
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Pricing Professional Services Strategy and Operations
Timothy Matanovich, President - Value and Pricing Partners
Rich Hogan, Director, Services Research Labs - VMWare
Click to view summary | | October 2011 | | Services, Sales, Marketing | | |
Timothy Matanovich, President - Value and Pricing Partners
Rich Hogan, Director, Services Research Labs - VMWare
October 2011 Service Disciplines: Professional Services Functional Areas: Services, Sales, Marketing Keywords: Professional Services, Pricing, Pricing Pressure, Pricing Practices, Pricing Strategies, Sales, Marketing Pricing professional services (PS) is different, different than hard goods and different than other kinds of services. PS has been historically difficult to price because it is based on demonstrating distinct value for each client based on their needs and the results provided. The technology environment adds additional challenges related to where product value leaves off and PS value begins. With increasing pressure on PS rates, it is time for a fresh look at the topic. This talk will provide attendees with best-in-class practices for managing the PS pricing process, from strategy through operations. It will describe individual roles in the process, frameworks and tools for implementing the process, and how to gauge its effectiveness.
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Simple VAS
Ed Gehres, Vice President, Operations, Aprimo Services - Aprimo
Click to view summary | | October 2011 | | Services, Sales, Marketing | | |
Delivering value to your customers is more natural than you think! Ed Gehres, Vice President, Operations, Aprimo Services - Aprimo
October 2011 Service Disciplines: Professional Services, Support Services Functional Areas: Services, Sales, Marketing Keywords: Value Added Support, VAS, Value Added Services, Service Strategies, Sales, Marketing, Professional Services, Support, Services Many leaders are concerned with how to get their value added services initiated at their companies. But the truth is that every company in the world delivers value added services. The key is to understand that this is the business that technology services professionals are already in and help them to see that moving toward the kind of VAS described in JB Woods' book is actually a natural extension of what they are already doing.
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Consumption Economics The New Rules of Tech
J.B. Wood, President & CEO - TSIA
Thomas Lah, Executive Director - TSIA
Todd Hewlin, Managing Director - TCG Advisors
Click to view summary | | October 2011 | | Operations, Strategy, Sales, Partner Management, Support, Services | | |
Conference Keynote Presentation J.B. Wood, President & CEO - TSIA
Thomas Lah, Executive Director - TSIA
Todd Hewlin, Managing Director - TCG Advisors
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Operations, Strategy, Sales, Partner Management, Support, Services Keywords: Consumption , Consumption Gap, Consumption Economics, Technology, Services, Complexity, Complexity Avalanche Consumption Economics will help you re-imagine how to profitably build, sell, and deliver products in the age of the cloud. It is certain to revolutionize everyone's notion of what serving a customer could mean.
For the first time, the tools are on the table to truly eliminate barriers of cost and complexity created by the last generation of tech. Consumption Economics is the owner's manual for tech company executives who want to drive their company successfully into the next one.
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