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Grape Escape 2013: Customer Value a Priority for Both SYSPRO and UNIT4-Part 2
This is part 2 of a 2-part blog post on Grape Escape 2013, with my analyst take on the announcements and conversations with UNIT4 at the recent analyst event in

it service eval  local UK governments. Moreover, it looks like Agresso ERP is becoming a new conventional platform for governments in the UK and Northern Europe as a replacement of products from the traditional vendors SAP and Oracle. Another Grape Escape guest from the UK, Paul Ringham, who manages UK Local Government practice at BT Global Services, a large British information technology (IT) service company and a partner of UNIT4, also confirmed this and brought to light some interesting facts about changing patterns Read More
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » it service eval


Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

it service eval  MSS to be effective, it must serve multiple purposes to multiple business units while blending seamlessly with existing systems - a virtual chameleon in the workplace. What Does ESS/MSS Technology Mean to You and Your Workforce? According to a recent CedarCrestone survey, self-service technology results in (on average) a 25% reduction in transaction costs (with fully outsourced administration system and self-service) a 72% reduction in time for requests to be handled; and a 10% improvement in employee Read More
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

it service eval  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More
Four Key Questions: Ensuring Continual IT Innovation at CPG Companies
For many consumer packaged goods (CPG) companies, the environment is too complex to implement a new business process without upgrading the IT systems that

it service eval  Key Questions: Ensuring Continual IT Innovation at CPG Companies For many consumer packaged goods (CPG) companies, the environment is too complex to implement a new business process without upgrading the IT systems that support that process. Taking a consumer approach to upgrading can help. You need to seek out solutions that fit your CPG environment, can keep up with continual innovation, and more. But you always need to be thinking ahead. Learn more about developing an IT roadmap. Read More
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

it service eval  to record field activity. It will also incorporate IFS Field Service Management with an additional interactive customer Web portal component, to allow customers to manage labor, customer information, parts usage, returns disposition, product installed base information, service delivery, and contract entitlements. Zef Scientific expects to give its customers much more involvement and transparency in managing their scientific equipment. The solution includes reporting tools and key performance indicators Read More
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

it service eval  down time and expensive IT fixes can negatively impact the ability of these organizations to compete in the marketplace. Manufacturers are under increasing pressure to coordinate operations more closely with their supply chain partners. Smaller operations need to adapt to new standards for exchanging system-tosystem data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can Read More
Aftereffects of Recession on IT Investment: Building a Robust IT Investment Model
The global economic recession has put immense pressure on companies to cut costs—particularly IT-related expenditure. Companies were often forced to run only a

it service eval  of Recession on IT Investment: Building a Robust IT Investment Model The global economic recession has put immense pressure on companies to cut costs—particularly IT-related expenditure. Companies were often forced to run only a few projects with regulatory impact and immovable deadlines, proceeding against very lean budgets. Recently, key economies such as the US and China have started to show signs of recovery. Learn more about how the recession has had an impact on IT investment. Read More
The Path to World-class IT Governance: Maturing Your IT Organization to the Next Level
Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can

it service eval  Path to World-class IT Governance: Maturing Your IT Organization to the Next Level Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can determine its governance maturity. A staged approach allows companies to realize rapid time to value by introducing new tools and processes on an incremental basis. As a result, they can avoid an expensive, one-size-fits-all governance solution that may bring Read More
A Candid Conversation with a Field Service Workforce Management Leader
ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and

it service eval  management (MWFM) scenarios, and it is now more than mature enough to merit serious consideration by service organizations looking for such solutions. TEC: Why has scheduling in field force thrived for all this time, which is not the case with advanced planning and scheduling (APS) in manufacturing? SM: We’re not sure, but here’s one guess: Some (or most) manufacturing involves people and machines, which are dedicated to specific tasks for a long period of time. For example, a vehicle production line Read More
Is Your Current HR Service Delivery Model Working for You?
This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class

it service eval  Working for You? This white paper examines the human resources (HR) service delivery challenges facing organizations today, outlines a common approach to delivering world-class HR service, and details the technology necessary to transform workforce service delivery. By downloading this document, you agree to provide contact information and other data to select sponsors of this content. Read More
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

it service eval  with all the functionality it needs to maximize the benefit your customers derive from your service offerings. The service features of SAP CRM integrate inter- action center technology to enable development of virtual call centers and provide process support to develop integrated service networks. SAP CRM delivers the tools necessary to establish proactive aftersales service and support management of customer touch points. The business processes support ed by the service functionality of SAP CRM include: Read More
The Power of Web Self-Service
In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We

it service eval  online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service. Read More
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

it service eval  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

it service eval  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More
VSI Putting Its Service Management Feelers Out
Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic

it service eval  Putting Its Service Management Feelers Out For many manufacturers, aftermarket sales and service is where they cement a valued customer experience. Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic initiative. Along these lines, several ERP firms have announced partnerships with Vertical Solutions Inc. (VSI) to extend their solutions for companies to connect back-office and service operations. VSI Read More
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