What is the Technology Services Industry Association (TSIA)?

Posted by Technology Services Industry Association on 7/29/16 6:30 AM

The Technology Services Industry Association (TSIA) is where technology industry leaders go to get the right insight they'll need to optimize their service business. Using the most relevant data, research, and business strategies, we help our members overcome their top business challenges, successfully implement new business models, and maintain the highest performance possible for their operation. In this short video, you'll hear from four of our members as they describe their experience with TSIA, and how membership has helped their businesses.

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Topics: TSIA Testimonials, TSIA Research

[Infographic] 3 Crucial Metrics Managed Services Providers Should Be Measuring

Posted by George Humphrey on 7/28/16 6:30 AM

Over the past few years, there's been a significant increase in the amount of service revenue coming from managed services, making it the fastest growing service line in the technology industry. With so much growth and activity, it’s important that all managed services providers (MSPs) understand exactly which critical metrics and key performance indicators they should be monitoring to track their overall performance, as well as how those figures will evolve over time.

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Topics: metrics, managed services, key performance indicator (KPI), managed services providers, infographic

Welcome New TSIA Members! July Edition

Posted by Technology Services Industry Association on 7/26/16 8:36 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We'd like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: New TSIA Members

See What Our TSW Conferences Are All About

Posted by Technology Services Industry Association on 7/22/16 6:30 AM

At Technology Services World conferences, industry leaders from all over the world come together to share success strategies and learn from the experts on how to solve their top business challenges. TSW provides you with the most relevant content and real business advice you can immediately bring back and apply to your organization. From gathering new ideas to explore with your team, to learning tips and tricks from new contacts who have undergone a similar business journey, there’s a lot of inspiration and knowledge to be gained by attending. In this short video, you’ll hear real stories from several attendees from companies like Autodesk, Pitney Bowes, PTC, and more, as they share with you the ongoing value you can expect to receive by attending TSW Las Vegas 2016.

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Topics: video, Technology Services World Conference

What 10 Years of J.D. Power Certification Has Done for Cisco

Posted by Technology Services Industry Association on 7/21/16 11:24 AM

Beyond membership, TSIA offers a variety of diagnostic evaluations and certifications through our Operational Best Practices (OBP) programs. These rigorous assessments allow technology companies to accurately measure all aspects of their customers’ technical support experience, from their interactions with their people, processes, and technology, as they strive to provide the best customer experience and establish themselves as an industry leader in customer satisfaction.

As the first company in the history of the program to receive ten consecutive certifications, we'd like to honor Cisco Systems in receiving the J.D. Power Certified Technology Service and Support certification, which was jointly developed by TSIA and J.D. Power to measure dedication to service excellence. We asked Cisco's Joe Pinto, SVP, Technical Services, to share with us some of his thoughts on what this Operational Best Practices program has done for their organization and for their customers.

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Topics: certification, TSIA Strategic Services, Operational Best Practices

TSIA is Coming to Europe!

Posted by Technology Services Industry Association on 7/19/16 6:30 AM

We're bringing TSIA insight and thought leadership to Europe this fall in two impactful speaking engagements. Save your seat early to make sure you don't miss out on these unique opportunities! Here are the details for each event.
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Topics: XaaS (x-as-a-service), managed services, sales, LAER, managed XaaS

See What’s in Store at the TSW Las Vegas 2016 Conference

Posted by Technology Services Industry Association on 7/15/16 6:30 AM

We hope you're ready to learn from some of the brightest minds in tech, because the TSW Las Vegas 2016 schedule is now available to view online! Join over 1,600 of your industry peers at the ARIA Resort & Casino, Oct. 17-19 to uncover the latest secrets to success, grow your professional network, and get inspired. Here's a sneak peek at what you can look forward to.
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Topics: Technology Services World Conference

Top 3 Technology Investments for EMEA Businesses

Posted by John Ragsdale on 7/14/16 6:30 AM

The results of our annual Global Technology Survey allows us to get a detailed look at which new technology and organizational capabilities are seeing the most investment dollars from some of the top companies in the industry. Although overall planned spending is high across all survey categories, which relate in some way to one or several of TSIA's service disciplines, there were some key investment areas that stood out, especially in the Europe, Middle East, and Asia (EMEA) regions. In fact, over 80% of our international respondents are planning the majority of their spending in three main categories over the next one to two years. For any technology organization considering additional investments in technology and services in the years ahead, it's always a good idea to see where your peers have already adopted solutions in order to avoid losing a competitive edge. In this post, I'd like to share the top three areas EMEA region companies are investing in: billing and invoicing systems, IoT/smart services platforms, and self-service portals. 

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Topics: proactive support, online support, internet of things (IoT), customer portal, EMEA, smart services

5 High Tech Industry Trends Impacting Healthcare (HHIT)

Posted by Vele Galovski on 7/12/16 8:43 AM

Each year, we collect and analyze the top questions raised by our members and use them to identify the biggest challenges affecting today's technology providers. Knowing where the problem areas lie, we can then gather together the right tools, resources, and tactics for overcoming them. Based on our latest research, we've noticed some industry-wide trends that are directly impacting the area of HHIT. Through monitoring our Healthcare IT 25 Index, we're able to track the performance of the largest global providers of technology solutions in the healthcare industry, and we've identified some key areas to look out for. Here are the top 5 trends we've noticed across the technology industry that are having a direct impact on HHIT. 

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Topics: healthcare, field services, TSIA Research, HHIT

Behind the Research: Field Services

Posted by Technology Services Industry Association on 7/7/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of Field Services research, Vele Galovski, to tell us a bit about himself and his thoughts on what the future holds in his area of research, field services.

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Topics: spare parts logistics, benchmarking, field services, internet of things (IoT), TSIA outcome chains, outcome chain, smart services

TSIA Survey Showcase: Support Services Compensation 2016

Posted by Technology Services Industry Association on 7/5/16 8:39 AM

Each year, TSIA conducts dozens of custom surveys to gather data about industry performance metrics and best practices. From in-depth market rate studies to questionnaires on common practices related to reporting structures for service lines of business, these surveys directly fuel our research initiatives allowing us to provide our members with the most up-to-date information on the state of the industry. Here to share a bit about her recently launched 2016 Support Services Compensation survey and what it will help us learn is Judith Platz, TSIA's VP of Customer Success and Support Services Research.

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Topics: support services, TSIA Survey, TSIA Research


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