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Professional Services and Support - 2010

Get insight into industry developments, market trends, vendors, products, business processes, and more, with articles written by our analysts and other industry experts.

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Are ERP Workarounds a Terrific Way of Shooting Yourself in the Foot?
David Clark,Gabriel Gheorghiu,Jorge García 9/8/2010 1:23:00 PM
Are ERP workarounds a terrific way of shooting yourself in the foot? TEC Analyst Gabriel Gheorghiu says “There’s no way to avoid ERP workarounds. And yes, they’re a problem.” TEC Analyst Jorge García says “No they’re not.” Managing Editor David Clark attempts to moderate (just a wee bit too late).
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Business Process Management in Free and Open Source: An Overview of the Demand and the Supply
Kurt (Yu) Chen 6/1/2010 11:36:00 AM
Free and open source software (FOSS) has become a hot topic in the business process management (BPM) market. This article discusses the relevance between BPM and FOSS, and makes suggestions for BPM seekers that prefer FOSS.
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Good Customer Service Is Simple
Olin Thompson 11/25/2010 9:48:00 AM
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Olin Thompson lays down some basic requirements for businesses and explains the role of business processes in supporting good customer service.
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The Sum of All Malware Fears: Siemens on Stuxnet
David Clark 11/23/2010 8:42:00 AM
When Stuxnet malware hit the mainstream media in September 2010, it all sounded like a plotline straight from a Tom Clancy thriller. After all, Stuxnet targeted the Siemens industrial control systems implemented at so-called “high-value infrastructure” installations in Iran. The media response was appropriately hysterical. TEC interviews Stefan Woronka, Siemens’ director of professional services, in an attempt to de-Clancify the story.
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