PROFESSIONAL SERVICES RESEARCH TOPICS
The TSIA Research team is committed to maintaining content on a list of topics that are important to our Professional Services members. Here are the Professional Services topics that TSIA is pursuing in 2012:
|
TOPIC |
DESCRIPTION |
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Analytics Everywhere |
A key concept in Consumption Economics is leveraging analytic platforms to mine customer data and interactions for business insight. |
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Benchmarking Technology Services |
Development of general concepts and unique TSIA approach to benchmarking technology services. Emphasis on the practice business application of benchmarking. |
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Cloud Impact on Professional Services |
Topic deals with the current and likely impacts of "cloud" on professional services business models, sales models, services development, and more. |
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Consumption Analytics |
The discipline of analyzing actual customer usage data to create new service offerings and sales opportunities. |
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Converging Service Resources |
Tactics to leverage resources across traditional service lines to optimize cost structures and scalability. |
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Customer Management Technology |
Tools for customer management, including incident or case tracking and customer relationship management (CRM) software. |
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Customer Satisfaction |
Establishing customer sat process. Optimizing customer sat process. |
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Customer Satisfaction/Enterprise Feedback Management |
Customer satisfaction and loyalty tracking, sometimes part of a larger Enterprise Feedback Management program. |
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Enterprise Knowledge/Content Management |
Tools and processes for capturing, sharing, and retrieving tacit and problem-resolution data. |
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Enterprise/Intelligent Search |
Search technology that leverages linguistic analysis to better understand customer questions, and the ability to reach content stored in any system to retrieve results. |
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Mobile and Video in Service |
New technology and processes enabled by new mobile and video capabilities offer dramatic improvements to productivity and operational costs. |
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New Major Markets |
Delivering services in new major markets such as India, China, and Brazil. |
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Online Communities/Discussion Forums |
Online communities for customers and employees. |
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Organizational Design |
How service organizations are structured. |
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Partner Management for PS |
How PS organizations can best enable delivery partners. |
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Professional Services Automation (PSA) |
Platform used to manage consulting projects and resources. |
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Project Management Office |
Establishing a Project Management Office to drive best practices in project management across engagements. |
|
PS Compensation |
Thread has to do with benchmarking compensation levels and incentive compensation design to support business objectives for PS businesses. |
|
PS Engineering and PS Assets |
General thread regarding the service development life cycle for professional services. Reusable PS assets or IP is a central topic here. |
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PS Market Rates |
Topic deals with pricing and pricing management practices for professional services. |
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PS Pricing Management and Performance |
Thread has to do with global PS market rates and pricing management practices that drive better price performance. |
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PS Project Performance |
Thread has to do with benchmarking the performance of PS projects, along with project management practices and measurement of project performance. |
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Resource Management: PS |
Optimizing the mix of resources to delivery services. |
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Revenue Recognition |
Changes in revenue recognition rules. |
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Service Business Model |
Tracking and benchmarking margins and investment levels for a service line. |
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Service Revenue Generation |
Attaching services. Minimizing discounting. |
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The Changing VAR Business Model |
How cloud consumption models will impact the business model of service delivery partners and value-added resellers. How OEMs are helping their partners adjust to these new business models. |
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The PS Business Model |
Work to update the benchmark framework for tracking/monitoring PS financial performance. |
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Vertical Go-to-Market |
Restructuring the company to take products and services to market by vertical industry. |
Click here to read more about TSIA’s 2012 Research Agenda and the industry trends that are impacting technology services.