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Service Network Optimization: Achieving Success in Field Service
Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently

service orien  Achieving Success in Field Service 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. 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 » service orien


A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet
With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort

service orien  Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a clear 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

service orien  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
Good Customer Service Is Simple
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good

service orien  Customer Service Is Simple Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on that expectation. The expectation can be very high or very low; the point is that Read More
Multi-channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It
While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in

service orien  channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in enveloping their customers with the right level of service information via the channels where customers prefer to receive such information. Learn how connecting with customers allows these companies to outperform their peers in key customer-facing and 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

service orien  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
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

service orien  Conversation with a Field Service Workforce Management Leader TEC’s recent series of tutorial articles—“ Navigating Between Service Management Scylla & Charybdis ” and “ The Magic Behind Planning and Executing (Optimal) Service Supply Chains ”—have drawn solid interest and valuable feedback, both publicly and privately. The series on general workforce management (WFM) systems (i.e., not necessarily only in field service), entitled “ Integrated Workforce Management (WFM) Platforms: Fact or Read More
We Are All IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices
The network of devices used for information, security, and daily transactions is now ubiquitous, and everyone now relies on it even if they don’t acknowledge it

service orien  IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices The network of devices used for information, security, and daily transactions is now ubiquitous, and everyone now relies on it even if they don’t acknowledge it. But network failure can cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Read More
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

service orien  Epicor Resources Related to Service Productization : Service Product Management (Wikipedia) Service Productization Service Productization is also known as : productization definition , productization of services , productization professional services , productization service , productized services , productizing services , download service productization , professional services productization , why productized services , integrated it service provider , productized service offering , b2b productization Read More
Avoid the Perils of Service Parts Planning in Supply Chain Management
Significant differences exist between the new parts production supply chain and the service and replacement parts supply chain. Companies using conventional

service orien  the Perils of Service Parts Planning in Supply Chain Management More On Service Parts Planning Inventory planning and management is generally a well-researched and documented and applied discipline. However, the vast majority of work and associated software products are directed at servicing the needs of the new parts production supply chains, moving product from the likes of Proctor & Gamble to Wal-Mart across the globe (see Linking Planning and Execution Systems for Retailers' Nirvana—Improved Read More
Ventyx Service Suite
The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the

service orien  Service Suite The Ventyx Service Suite software, services and roadmap have been developed in collaboration with the largest and most progressive group of utilities in the world – over 100,000 mobile technicians and their dispatchers use Service Suite every day. Their ongoing feedback has enabled Ventyx to develop the most comprehensive, intuitive solution with proven functionality to increase productivity and reduce costs: Forecasting enables transparent and accurate workforce planning and the Read More
DSL Ltd. Selects IFS for Service Management
DSL Ltd., a Canadian commercial food service and restaurant equipment distributor and service provider has chosen IFS Field Service Management and IFS Mobile

service orien  Ltd. Selects IFS for Service Management DSL Ltd., a Canadian commercial food service and restaurant equipment distributor and service provider (to quick-serve restaurants, convenience stores, grocery stores, and independent businesses) for nearly a century, has chosen IFS Field Service Management and IFS Mobile Workforce Management , components of IFS’ Enterprise Service Management offering (which came from the acquisitions of Metrix and 360 Scheduling ). The firm intends to enhance its service Read More
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

service orien  the Call Center with Service Resolution Management Processes Originally Posted - December 14, 2007 To accommodate increasing customer demand for company and product information and for quick issue resolution, companies are now considering the benefits of online self-service systems. Knowledge management (KM) software is the key to such systems, as well as to integrating customer relationship management (CRM) and service resolution management (SRM). For more background, please see Integrating Customer Read More
Top 10 Reasons to Take Your Field Service to the Cloud
Field service organizations both large and small are flocking to the cloud. They are abandoning on-premise software and simplifying technology so they can focus

service orien  to Take Your Field Service to the Cloud Field service organizations both large and small are flocking to the cloud. They are abandoning on-premise software and simplifying technology so they can focus on what’s important: making customers happy. Here are 10 reasons why they have made the switch and why you need to take your field service organization to the cloud . . . or get left behind. Download the white paper and find out. Read More

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