1 Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA
2 TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI December 15, 2014 The Managed Services Technology Stack Automation Is Critical to Boosting Productivity and Achieving Service Levels by George Humphrey and John Ragsdale EXECUTIVE OVERVIEW Technology is incredibly important to managed services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, and to monitor remote customer equipment for errors or outages. TSIA has identified 24 separate application categories recommended for highly productive, scalable managed services, including core infrastructure technology, productivity tools, tools to understand and track customer behavior and satisfaction, and technology for managed services delivery. In this report, TSIA Research defines the recommended technology stack for managed services and lists the top-installed vendors in each technology category. Managed services executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics. EXTREME AUTOMATION FOR MANAGED SERVICES Managed services organizations have long been pressured to do more with less. With product revenues falling as technology shifts to a cloud economy, that pressure is stronger than ever. Maintaining customer equipment has always been a technology-heavy endeavor, but with rising complexity of hardware and software, and interest in mobility and video solutions, innovative technology is creating opportunities to further drive scalability as well as increase service revenue potential. We are seeing increasing pressure on managed services metrics. As a result, we re seeing a major investment in service automation tools and platforms by over 60% of the managed services community. What is more compelling is that more than 50% of these companies making investments are procuring off-the-shelf, ITIL-aligned service management solutions. These tools focus on event monitoring and correlation with automated fault isolation and resolution. Integration and orchestration are two key aspects of these service tools due to the vast amount of management applications and solutions required to allow the managed service provider to enable a proactive, predictive, and preventive approach to supporting clients. We see this surfacing in SLAs shifting from the typical
3 2 support model of response and restoral time to SLAs focusing on uptime and percent of incidents proactively resolved. To buck the industry trends in these critical metrics, TSIA members need to identify Pacesetter practices across all phases of people, processes, and technology. Our benchmarking program and other survey projects provide the data necessary to identify employee performance goals and establish best-in-class practices. This report focuses on the technology component. In order to take the next step in boosting productivity and reach, technology can be a great enabler. Not only can basic processes like staffing schedules and knowledge management be automated, but analytics can give you new insight into your business, including real-time performance dashboards and resource forecasting tools. This report will define the various technology components that TSIA recommends companies evaluate. Some are standard infrastructure products practically everyone has, others are newer, more innovative solutions that may help provide you with a competitive edge. TECHNOLOGY CATEGORIES RELEVANT TO MANAGED SERVICES TSIA tracks adoption, satisfaction, and planned spending for technology specific to service operations. The 2014 Global Technology Survey addressed core services technology, such as CRM, knowledge management, and collaboration tools. The 2014 Managed Services Technology Survey looked specifically at tools used in the delivery of managed services. Based on this research, the following technology categories were identified as relevant to managed services. Configuration Management Database (CMDB). The CMDB is a repository that acts as a data warehouse for IT organizations. Its contents are intended to hold a collection of IT assets that are commonly referred to as configuration items (CI), as well as descriptive relationships between such assets. This is really the heart of any managed services operation. A CMDB pulls data from all other service management tools to enable the operations team to have full, in-depth insight to a client s complete operations environment. Event Monitoring and Notification. These systems monitor remote systems to detect specific error conditions or alarms and use rules to take an action depending on the error situation detected, such as creating an incident or sending a notification . o Proactive Monitoring for Applications. These platforms monitor software deployments to track usage statistics, as well as detecting any error conditions and using a rule system to notify IT or support to take the appropriate action. o Proactive Monitoring for Infrastructure. These platforms monitor device-level performance, such as hardware outages, memory utilization, hard drive failures, port failures, etc. Devices include, but are not limited to, servers, switches, routers, access points, session border controllers, hard drives, power systems, etc.
4 3 o Proactive Monitoring for Networks. These platforms monitor statistics related to enterprise networks, capturing usage data, as well as helping to pinpoint outages or network slowdowns when users experience connectivity problems. Event Correlation. These tools analyze and identify incidents that have a high likelihood of being related. For example, an underperforming application may be caused by a device loosing Internet connectivity, which, in turn, could be caused by a port failure on an Ethernet switch. Three different alarms may be created from a single event. Automated correlation dramatically aids in faster restoral time or even prevention of application failure. Service Desk. Service desk is responsible for the governance of incident and problem management. This is where events not resolved through automation result in tickets to be worked by the operations and engineering staff. This is the primary tool to govern tickets and to track activity through resolution. Repetitive, chronic incidents are known as problems. Problem management typically requires root-cause analysis and is dependent on a number of the tools mentioned here to resolve. The service desk tool is also used to track the resolution of chronic problems. Orchestration. An orchestration application facilitates the integration of multiple tools required to operate an information technology environment. This may include connecting device management, application monitoring, infrastructure monitoring, and correlation tools, as an example. Release Management. Release management is the process of managing software releases from development stage to software release, as well as tracking the delivery/upgrade of software versions at customer sites. Capacity Management. Capacity management software ensures that IT capacity meets current and future business requirements in a cost-effective manner, triggering automated warnings if volumes are nearing maximum capacity for a hardware component, software program, network, or other technology. Billing and Collections. Typically part of a larger enterprise resource planning (ERP) platform, billing and collections software automates customer billing, providing customers with accurate timely billing statements and tracking days-sales-outstanding on all customer billables. Consumption Monitoring/Analytics. Consumption monitoring/analytics are tools used to measure and monitor customer consumption of technology, gauging how quickly customers are adopting new tools, common process flows, top-used features, number of users, length of session time, etc. Consumption monitoring is a key piece of shifting toward outcome-based services. Reporting/Analytic Platforms. Reporting/analytic platforms are analytic-based reporting platforms used to do sophisticated trend reports and create reporting portals such as a services dashboard.
5 4 Service Level Agreements. This software tracks the delivery of core services, such as response and resolution times, to make sure performance levels fall within guidelines set in contracts or agreements. Typically SLA software includes real-time dashboards and automatic notifications when issues are about to exceed committed service thresholds. Support Scheduling Optimization. Support scheduling optimization is a suite of tools used to schedule support technicians and call center agents according to volume peaks and required skill sets; also called workforce optimization. Contract/Entitlement Management. Contract/entitlement management is a suite of tools that tracks which customers have current warranties, service contracts, or maintenance agreements with your company. This includes the ability to easily check if a customer has a current contract in place, i.e., that they are entitled to service, as well as ensuring you are meeting response/resolution time commitments. Customer and Employee Communities. Online customer and employee communities designed to enable peer-to-peer support and share information internally and externally; includes discussion forums, expertise tracking, reputation models, moderation, etc. Field Service Scheduling/ Dispatch. Field service scheduling and dispatch technology is used to automate the scheduling of field service technicians and provide automated routing information. Mobility/Video. Mobility and video in service are tools for improving productivity and accuracy by leveraging mobile and video technology; includes tools to mobilize field service technicians, professional services consultants, and other service employees, giving them access to corporate content, collaboration, and workflow from anywhere, including video knowledge or training content. Parts Logistics/Depot Repair. Parts logistics and depot repair technology is used by field service operations to manage spare parts inventory and to automate the in-house repair process, from the creation of the return material authorization (RMA) to billing and shipment of the repaired product back to the customer. Recurring Revenue Management. Recurring revenue management tools are used by service professionals to manage the sales and renewals processes for maintenance and support contracts. Functionality includes automating renewals, renewal dashboards, and analytics that predict likelihood of renewal and manage profitable contract/maintenance programs. Voice of the Customer. Voice of the customer technology includes survey and reporting tools used to track transactional, periodic, and project customer satisfaction. In addition to customer survey tools, voice of the customer technology includes quality monitoring for agent performance, as well as voice and text analysis of assisted, unassisted, and social interactions. Voice/Telephony Platform. Voice/telephony platform is the infrastructure used to route inbound customer voice interactions via phone; typically includes skills-based routing, right channeling, voice menus (IVR), real-time volume management, etc.
6 5 Upsell/Cross-Sell. Upsell and cross-sell technology is a set of tools that prompt support techs and call center agents with personalized offers to present to customers during an assisted support session; tracks offer extensions and accepts. Upsell/cross-sell enables seamless selling during support interactions. These upsell and cross-sell technologies also assist renewal specialists and account managers with expand selling strategies with existing customers. Web Collaboration/Desktop Sharing. Web collaboration/desktop sharing is a collection of web-based tools used to enable collaboration between employees and customers; includes web chat, proactive chat, screen sharing, online meetings and training, and webcasts. Remote control/desktop sharing is also included in this category. Figure 1 shows each of these technology categories as part of the managed services technology stack, categorized by customer-facing tools, productivity tools, infrastructure tools, and tools for the delivery of managed services. For each technology, the top-installed solutions by TSIA members are listed.
8 7 While some technology categories, such as CRM and knowledge management, show very high levels of adoption by TSIA members, other categories remain untried by many companies and represent a great opportunity for boosting customer adoption and increasing service revenue. In particular: Consumption Monitoring. A core part of any customer success initiative, consumption monitoring tools help you understand exactly how customers use the technology, such as common process flows, top-used features, time to complete tasks, etc. This fairly new application category is currently used by only 13% of TSIA members, but TSIA expects adoption of consumption monitoring technology to rise as more companies focus on outcomebased services and create customer success practices. Recurring Revenue Management. Introducing analytics to the maintenance or subscription renewal cycle provides excellent benefits, including predictions on likelihood of renewal and dashboards tracking recurring revenue targets and performance. Many renewal activities can be automated and tracked by the platform, allowing employees to focus on higher value activities. Upsell/Cross-Sell. Extending an offer to a customer can be a graceful way to end a customer interaction, perhaps offering an upcoming conference or training class or explaining premium service options and how they impact the customer experience and resolve times. Upsell/cross-sell software prompts employees to extend contextual offers that have proven successful with customers having similar interactions in the past, tracking offer extensions and accept rates. TSIA RECOMMENDS With IT resources waning for most companies, technology buyers are increasingly looking to third parties for infrastructure support, and managed services is one of the fastest growing areas of service revenue today. Clearly, investment in managed services technology is a primary avenue to scale operations and meet and exceed customer expectations for service levels. But knowing where to start is difficult, with many different products offering a similar ROI story. When deciding where to make incremental investments, TSIA Research recommends: Take a fresh look at your technology environment. If you are missing multiple technology categories recommended by TSIA, maybe it is time to revisit how that technology can assist you in meeting your quality, optimization, and revenue-generation goals. Also, be sure to evaluate what best-of-breed technology offers today compared to homegrown systems. Include integrations in Phase 1 of the project. Integrating technologies, such as knowledge management, incident management, and remote monitoring tools, can boost adoption and improve performance. When implementing new technology, identify key integration points and push to include these integrations in the initial phase of the project. Too often, critical integrations are pushed to Phase 2, which never happens.
9 8 When in doubt, ask. TSIA Research is here to help. Members can submit an inquiry on any topic, and we will do our best to answer within 48 hours. To submit an inquiry, send an to your membership development director, or send an to and one of our service representatives will respond to your inquiry as quickly as possible.
TECHNOLOGY INSIGHT 1 PROFESSIONAL SERVICES TSIA-01914 March 26, 2015 The Professional Services Technology Stack Automation Is Critical to Boosting Productivity, Revenue, and Margins A Joint White Paper
TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services
Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery The ServiceMax Whitepaper Executive Summary The time has come for field service organizations to also reap the benefits
TSIA Modified Research Report Program TYPE TSIA Modified Research Report Program: Available Reports The following pages describe the TSIA reports that are currently available for use through the Modified
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005 2 Contents 2
Remote Infrastructure Management Emergence of the Cloud-based Helpdesk A leadership perspectives white paper Recommended next steps for business and industry executives Issue 11 in a series Executive Summary
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS ORGANIZING YOUR BUSINESS OPTIMIZING YOUR CUSTOMERS EXPERIENCE BUILDING YOUR PIPELINE UNDERSTANDING YOUR METRICS OVERVIEW Building and maintaining a profitable
White Paper Business Service Management Solution Eric Stinson, September 2005 Executive Summary With services and Service Level Agreements (SLAs) being direct sources of revenue (or penalties) for service
Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
White paper Nokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers Service management solutions enable service providers to manage service
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
White Paper Connected Product Maturity Model Achieve Innovation with Connected Capabilities What is M2M-ize? To M2Mize means to optimize business processes using machine data often accomplished by feeding
Field Service and Repair Center Software Mobile Field Service Scheduling Service Management Field Service Management Software Optimize field service and repair operations with integrated, proven Service
New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered
Customer Success Platform Buyer s Guide Table of Contents Customer Success Platform Overview 3 Getting Started 4 Making the case 4 Priorities and problems 5 Key Components of a Successful Customer Success
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
WHITE PAPER SIX ESSENTIAL CONSIDERATIONS WHEN CHOOSING A FIELD SERVICE SOFTWARE SOLUTION CONTENT DESIGNED AND DEVELOPED SPECIFICALLY FOR FIELD SERVICE... 3 FULLY INTEGRATED FIELD SERVICE FUNCTIONALITY...
IoT Service Transformation John Carrington VP, Marketing & Strategy October 28, 2015 Agenda Service Trends and Transformation Connected Products and IoT Intersection of IoT and Services Connected Service
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
BUY ER S G UID E 7 Steps to Guide Your Field Service Technology Purchase Field service leaders across industries are looking for ways to modernize and streamline their service organizations. With increasingly
Field Service and Repair Center Software for Sage 100 ERP Mobile Field Service Scheduling Service Management www.blytheco.com 1.800.425.9843 firstname.lastname@example.org Field Service Management Software Optimize
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
MAXIMIZE PERFORMANCE AND REDUCE RISK 1 BROCHURE COMPLEXITIES IN MISSION CRITICAL SYSTEMS CONTINUE TO INCREASE Mission critical communications systems have become increasingly complex as more features and
Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,
Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over
Evaluation Guide Call Center Operations and SLA Monitoring Performance Blueprint Achieving real-time efficiencies and enhanced customer satisfaction in call center operations Corporate frontlines are experiencing
OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM A WHITE PAPER BY: Michael R. Blumberg, CMC PRESIDENT, Blumberg Advisory Group
EXECUTIVE INSIGHT INSIGHT FIELD SERVICES Mobile Enablement: Field Service Automation Real-Time Scheduling and Routing, GPS Integrations Prove Popular December 21, 2010 A Joint Research Paper from Astea
White Paper Help Desk Software for Manufacturers A Critical Customer Satisfaction Tool Seradex White Paper Help Desk Software for Manufacturers Page 1 of 6 Table of Contents HELP DESK SOFTWARE FOR MANUFACTURERS:...3
Accelerating Web-Based SQL Server Applications with SafePeak Plug and Play Dynamic Database Caching A SafePeak Whitepaper February 2014 www.safepeak.com Copyright. SafePeak Technologies 2014 Contents Objective...
SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
The State of Unassisted Support 2014 By John Ragsdale, Vice President, Technology and Social Research, TSIA TECHNOLOGY INSIGHT FIELD SERVICES MANAGED SERVICES SUPPORT SERVICES TSIA-TI-14-024 June 26, 2014
Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
Expect Excellence. Experience Success. Professional Services from Canon Solutions America Combining the power of our products with the creativity and expertise of our people, we deliver end-to-end workflow
The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from
VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated
Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
tech line / oct 2012 Contact Center Technology Monitoring Monitoring allows companies to detect outages and issues for quick resolution, and enables effective planning for prevention and optimization going
Interlink Communication Systems and Network Dynamics, Inc. VAR Services & Offerings Interlink Communication Systems, and Network Dynamics, Inc. Professional Services &... 3 Services Coverage.......................................................
IBM Software Energy and Utilities Thought Leadership White Paper Empowering intelligent utility networks with visibility and control IBM Intelligent Metering Network Management software solution 2 Empowering
Do slow applications affect call centre performance? A white paper examining the impact of slow applications on call centre quality and productivity Summary To be successful in today s competitive markets
Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................
A5 Flyer (Landscape) Pink = Bleed (216 x 154mm) Your background image, colour, texture etc needs to go all the way up to this line. Green = Trim (210 x 148mm) This is where your flyer will be trimmed to.
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information
Kaseya Product Brief Kaseya Traverse Predictive SLA Management and Monitoring Kaseya Traverse Traverse is a breakthrough cloud and service-level monitoring solution that provides real time visibility into
Astea Whitepaper: Optimize Field Service With Automated Scheduling and Dispatch Optimize Field Service With Automated Scheduling and Dispatch WHITEPAPER 1 Introduction Field service is a dynamic environment.
Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),
Operations and Distribution Management Brochure See your business in a new way. Realize the future of your business today. See your business in a new way. Realize the future of your business today. Distribution
Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship
Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management
itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the diﬀerent features and functionality. For further information, about
Business Case for Smart Care Software Product Portfolio Contents Company Overview... 3 Growing Challenges with Mobile Device Support... 3 Solution... 4 Privacy and Security... 6 Financial Benefits... 7
Enabling Chat -- Key Success Factors in Chat Implementation 0 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced
LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number
Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations
Unpublished DataSheet: Wireless Work Advisor Take Control of Your Wireless Network Operations Wireless Work Advisor software provides a single workflow portal for systematically identifying wireless work,
Project management and field service management with Microsoft Dynamics GP Microsoft Dynamics GP: The proven solution for efficiency and insight across your business. More than 40,000 customers use Microsoft
Connect The next level in Critical Environment Operational Efficiency 10-30% is the potential efficiency gain from optimized Data Centers and Critical Environments Operational Efficiency of Your Critical
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
SOLUTION WHITE PAPER Align Change and Incident Management with Business Priorities Table of Contents Executive summary 1 the Need for Business aware Service support processes 2 The Challenge of Traditional
Meeting Room Readiness Eliminate frustration caused by technical problems and user issues that occur during meetings, video conferences and presentations. Constant Connect by Cenero is a suite of managed
Customer Contact Center Benchmarking Results Executive Summary XYC Company SAP Value Engineering Agenda. Executive Summary. Company Baseline, Metrics and Performance Drivers. Best Practices 4. Participant