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: 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: The unique business needs of project-oriented organizations, when addressed by large ERP vendors that offer general-purpose enterprise software, typically require heavy customization in order to work. On the other hand, when project-oriented organizations turn to small off-the-shelf project-management solutions, these solutions are soon outgrown by the user company.

Abstract: The traditional room-oriented approach to data center cooling has limitations in next-generation data centers. Next-generation data centers must adapt to changing requirements, support high and variable power density, and reduce power consumption and other operating costs. Find out how row- and rack-oriented cooling architectures reduce total cost of ownership (TCO), and address the needs of next-generations data centers.

Abstract: Many manufacturers want to increase production efficiency and improve quality—but how can they ensure their efforts are successful? A process-oriented enterprise resource planning (ERP) system may be the answer. This white paper includes case studies on a variety of process manufacturing industries and provides valuable insights into the ERP capabilities required to successfully manage a process-oriented implementation.

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: Technology can be used to achieve competitive advantages, increase customer service and loyalty, and increase efficiency, but technology can also cause vendor lock-in and escalating costs. Learn how the object orientation, and service oriented architecture features in IFS Service-Oriented Component Architecture can help develop agile business software.

Abstract: Business process management (BPM) is an approach to administering business processes that involves people, organizations, and technologies—and can be carried out using varying levels of automation. Sadly, BPM often falls short of what it is intended to achieve. But there’s a fresh evolution of current BPM: goal-oriented autonomic BPM. Learn about the ideas, techniques, and benefits of autonomic and goal-oriented BPM.

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: C# is a modern object-oriented language for application development. In addition to object-oriented constructs, C# supports component-oriented programming with properties, methods, and events. WinA&D is a complete Unified Modeling Language (UML) tool enriched with C#-specific details used to generate source code. This white paper discusses how C# constructs are represented by UML—for forward and reverse engineering.

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: 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: 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.

Abstract: Selecting the right project-oriented software may depend on the specific requirements of the industry niches in which an organization competes. But since not all software is created equal, it's worth examining some leading candidates in depth.