In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Leveraging Best-in-Class Resource Management to Enable the Professional Services LAER Engine

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

The decision to implement a centralized resource management office (RMO) is largely driven to improve or sustain healthy utilization, and thus, strong professional services margins. But a centralized RMO is also a key ingredient to enabling a positive and profitable customer experience. Whether it is landing customers or driving expansion, these are not transactional events. Rather, they require the right resources doing the right things at the right time. This presentation will provide attendees with a comprehensive review of global resource management principles and best practices leveraging Just-in-Time Resourcing (JITR). Bo DiMuccio, TSIA's vice president of professional services research, will share research data on RMOs to underscore their importance and value. The session will explain how these practices were applied to a global professional services (PS) organization, supporting large, complex clients where expanding and extending customer relationships are critical to company success. Jeff Sontheimer, vice president of global services enablement at Guidewire, will share how they designed and implemented a global RMO. Learn how Guidewire deployed a best-in-class RMO, the key success factors, approach, outcomes and lessons learned. This interactive session will allow you to evaluate your RM capabilities, and how to improve it to allow your PS organization to better support your customer's journey.

Presented By:

Bo Di Muccio

VP Research, Professional Services, TSIA

Marc Lacroix

Managing Partner, RTM Consulting

Jeff Sontheimer

VP, Global Services Enablement, Guidewire

Publish Date: October 24, 2017

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.