Abstract: Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions.

Abstract: The quantity of business information is doubling at an alarming rate. How can a proactive manager keep on top of it? A tool that merges and unifies information from a variety of sources and formats can help. That tool should also analyze data and identify inputs as indicators of future actions or outcomes, so problems can be solved before they happen. The bottom line: better data analysis means better decision making.

Abstract: This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver service to maximize customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the 'big picture' of customer relationship management (CRM).

Abstract: IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

Abstract: This article describes the unique challenges of the service supply chain, provides a framework for understanding the service management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service strategies and decision-support tools to address these challenges. Brief case studies from leading service organizations Cisco and KLA-Tencor show examples of successful deployments of service supply chain strategies.

Abstract: Written for the IT outsourcing community, this document describes an approach for measuring the business value of IT in order to focus service provision activities on areas that are of priority to the client. It introduces a quality improvement process that can decrease the cost of service provisioning without impairing service quality. The intended audience includes those responsible for designing a solution, managers of an existing service, and people bidding for new business looking to differentiate their services. By measuring and reporting on the business value of an IT service, outsourcers' clients see the contribution being made to the success of their clients' business ventures. As a result, the outsourcers' relationships will transition from supplier to partner, they become better placed to exploit new business opportunities, and save money by focusing efforts on areas that are important to their clients.

Abstract: Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime by automating service alerts and meter reading, and providing proactive toner replenishment. Users benefit from improved device uptime, and manufacturers and their service partners can build proactive service relationships that can drive customer loyalty.

Abstract: With the resurgence of the service market sector, the need for value-added and cost effective delivery of services to create competitive advantage has become more important. Professional and embedded service firms are turning to technology in order to stay ahead and grow their business. This white paper provides a comprehensive market analysis developed through a survey of technology decision makers in service-based organizations.

Abstract: Improved service management boosts revenue from both service offerings and new product sales, while improved customer service and enhanced offerings increase customer retention, and draw new service business, providing an additional, low risk and likely repeated revenue stream over a long period of ownership.

Abstract: Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle's Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business.

Abstract: A plethora of software estimation tools are available, each claimed to be better than the others, thereby confusing prospective buyers. An effective tool ought to provide for all four aspects of software estimation, namely, size, effort, cost, and schedule.

Abstract: Bristol Technology, Inc. has announced shipment of its Windows-to-Linux application-migration tool. Bristol's Wind/U for Linux product, which began shipping Tuesday, enables developers to compile Microsoft Win32 API and Microsoft Foundation Class source code directly on Linux, and create native, desktop and server-based Linux applications, according to Bristol.

Abstract: The merger of traditional brick-and-mortar manufacturer Illinois Tool Works with Internet-based Click Commerce is puzzling, but has some method to the madness. Only time will tell how easily and tightly their tools will

Abstract: Of all the points that you should focus on when planning ISO 9001 standards projects, corrective action and root cause analysis should rise to the top of your priorities list. Learn how to improve your approach to ISO 9001, how to implement a system that can help you ensure that your approach is feasible and effective, and about the one tool that you need help ensure your company becomes ISO 9001 2000 certified.

Abstract: Great service is the number one reason customers are loyal and recommend companies to friends and colleagues. But on the flip side, 80 percent of customers say they stop doing business with a company because of a bad service experience—and that they’ll never do business with the company again. Find out how you can gain the essential service capabilities, both online and at the service center, to keep your customers loyal.

Abstract: Structured planning can make all the difference to your business’s growth. But are you using the right tools? Spreadsheets may not be meeting your financial management and budget planning needs. Find out the risks of using spreadsheets as a planning tool, and how enterprise performance management can help consolidate your departments’ financial information and budgets to give you real-time views of business performance.

Abstract: While it’s great to find ways to keep up with mountains of e-mail, organizations must remember that e-mail is not a lightweight communication tool anymore. For people and organizations swamped by critical information, throwing messages away is just not an answer. Increasingly, knowledge workers are turning to searching to manage the volume and value of information sitting in their in-boxes.

Abstract: Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many organizations, just the cost savings make the investment in self-service worthwhile. But the self-service business case isn’t built on cost savings alone. There’s a bigger, more customer-focused picture to consider, where the customer experience plays the key role.