Service Lifecycle Management - Tapping into the Value of the ...

by Jim Brown ... Maybe most importantly, SLM can integrate the service-oriented business processes that span from the time of the service request through to satisfaction of the ... http:/.../Research/ResearchHighlights/ExecutiveView/2003/06/research_notes/TU_EV_XJB_06_11_03_1.asp - 17k Summary: Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions, however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle Management (SLM) promises valuable business benefits

Great Plains Taps The Web To Deliver Product Support

by L. Talarico ... Customers that cannot resolve problems via the knowledge base on CustomerSource can initiate a service request online. Great Plains ... http:/.../Research/ResearchHighlights/eCommerce/2000/12/news_analysis/NA_EC_LJT_12_05_00_1.asp - 9k Summary: Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.

Supply Chain Management: Morphing the Functional Scope of Service ...

by P.J. Jakovljevic and Olin Thompson ... As the service request is reviewed, company representatives must have the ability to review all past service requests, as well as all relevant contracts, SLAs ... http:/.../Research/ResearchHighlights/SCM/2005/07/research_notes/MN_SC_PJ_07_30_05_1.asp - 25k Summary: The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks.

The Lexicon of CRM - Part 3: From R to Z

by Randy Garland ... SR - Service Request. The ... A Service Request is established in CRM software to track a customer contact through to its conclusion. It ... http:/.../Research/ResearchHighlights/Crm/2001/11/research_notes/TU_CR_RGG_11_02_01_1.asp - 18k Summary: CRM. C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part three of a three-part article to provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon of CRM

It’s About Process (or the Ability to be Responsive) -- Part IV ...

... a defective part case, the case is closed and the goods are returned to the customer, who may in turn elect to convert it to a special service request case type ... blog.technologyevaluation.com/.../2008/09/02/it’s-about-process-or-the-ability-to-be-responsive-part-iv/ - 49k - 2008-09-02

Siebel Enters Smaller Markets in a Big Way

by L. Talarico ... Employee Applications provide campaign management tools, a product configurator, service request tracking tools, and a quote generator. ... http:/.../Research/ResearchHighlights/eCommerce/2000/08/news_analysis/NA_EC_LJT_08_21_00_1.asp - 8k Summary: Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product promises mid-size businesses a more affordable, scaled down version of Siebel’s top tier application suite.

Maintenance Connection

... Product Brochure. Maintenance Connection provides Web-Based Service Request / Maintenance Management (or Web-Based CMMS Software) for organizations needing ... http:/.../showcases/technology-Directory/D/10574/Maintenance-Connection.html - 7k - 2008-09-01

Call Center Protocols: Getting Problems Solved! » The TEC Blog

... Severity 3. • single user problem—not business-critical • service request (SR). The ticket had to be resolved within 24 hours. Severity 3 (VIP). ... blog.technologyevaluation.com/blog/2008/07/15/call-center-protocols-getting-problems-solved/ - 34k - 2008-07-15

ROI Systems - A Little ERP Fellow That Gets By

by P.J. Jakovljevic ... Demonstrations of field service, advanced planning and scheduling (APS), purchase consignments, Web sales order processing, Web service request management and ... http:/.../Research/ResearchHighlights/BusinessApplications/2001/06/news_analysis/NA_BA_PJ_06_11_01_1.asp - 9k Summary: ROI Systems continues its disciplined new technology adoption. The moderation component of its strategy has been paying off, which proves crucial these days when many of its peers that have traditionally had more exciting and flashy products are facing the crunch.

Oracle Further Orchestrates Its SOA Forays Part Four: SOA and Web ...

by P.J. Jakovljevic ... SOAP, an XML-based messaging protocol used to encode information in Web service request and response messages before being sent over a network. ... http:/.../Research/ResearchHighlights/Erp/2005/03/research_notes/EN_ER_PJ_03_17_05_1.asp - 24k Summary: The battle for the dominance in service-oriented architecture (SOA) and Web services has nonetheless so far largely been a war of words without the clear winner yet (and not any time soon), as many underlying Internet-based standards have emerged only recently.