The State of Service Management

This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance.

Featured Software Research:

Understanding Reverse Logistics in Field Service Management

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This white paper defines reverse logistics as it relates to aftermarket service, describes how it differs from forward logistics, and then discusses the difficulties inherent in selecting and using enterprise software to facilitate reverse logistics and repair processes including warranty repair, original equipment manufacturer (OEM) repair and handling return material authorizations (RMAs) from distributors. Download the paper. Read More

3 Tips for Integrating Field Service Management Software with ERP

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Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More

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The State of Travel and Entertainment Expense Management

Business travel has long been a critical component for achieving corporate goals. But in 2010, enterprises have begun to transform their perception of expense management from an unavoidable cost to a strategic mindset. This report is a go-to guide for enterprises seeking to convert their decade-old complacence of this everyday business practice to one that aligns with a new age of organizational goals. Read More

Case Study: State of Wyoming

The State of Wyoming’s IT organization and its customers were struggling with a mainframe-based chargeback system. For IT, productivity and interface complexity were the major problems. For client agencies, it was a lack of actionable information in billing reports. Learn how a new solution provided more detailed cost accounting and billing information, increased customer satisfaction, and lowered IT operational costs. Read More

The 2008 State of Requirements Management Report

The results of a recent industry survey shed light on the latest trends, challenges, and solutions in software product development for 2008. If you are involved in the planning and development of products, software applications, or systems, this report can help you gain insight into the biggest challenges in innovation, the top barriers to success, which metrics matter most when measuring success, and more. Read More
 
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