The Year of Convergence

Posted by Thomas Lah on 1/12/17 5:00 AM

Our industry has been debating the pros and cons of converging service organizations for years. And for good reasonthere are so many obvious and truly meaningful benefits that can be realized by breaking down the silos:

  • A more streamlined service offer portfolio
  • Improved resource utilization
  • Elimination of redundancies in skills and capabilities
  • Improved economics achieved through cost optimization

Yet to date, there has been little more than lip service paid to the idea of collapsing and blending service organizations and capabilities. Understandably so, as there are careers and jobs at stake, not to mention just how daunting a task it is to dismantle and reassemble longstanding and highly stable structures and processes.

But in spite of the inherent forces of resistance, we at TSIA believe that 2017 is the year where we will see widespread and meaningful progress made on services convergence. Here's why.

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Topics: organizational change, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

Success in the New B4B Era

Posted by Technology Services Industry Association on 12/17/14 9:30 AM

12 Days of Insights 2014: Day 8

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

B4B co-author and TSIA president and CEO J.B. Wood delivered the opening keynote at TSW 2013 Service Transformations conference, where B4B was officially launched to incredible response and enthusiasm. Below is a writeup highlighting many of Wood’s direct passages from that keynote that continue to be relevant to the future of the technology services industry. It’s a must-watch video, and a must-have book for your business arsenal. Get ready for the new B4B era as we enter into a new and exciting time for tech services. 

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Topics: outcome-based services, pricing, B4B, organizational change, service level agreement (SLA), customer adoption, operating models, consumption models, customer outcomes, 12 Days of Insights

Elevating Operational Execution Lays Foundation for B4B Transformation

Posted by Steve Sexton on 2/14/14 1:23 PM

“As an organization looks to evolve its sales, product, and service delivery capabilities, it must equally invest in its operational capabilities so that it has the greatest chance to execute with the consistency and predictability necessary to meet short-term performance goals, and invest in future growth.” 

In recently working with a major software company, it became quickly apparent that this organization was a great example of the scenario many captive services businesses face as the high-tech industry continues to evolve. Experiencing declining revenue and margin, this organization is introducing significant change to align and execute against new go-to-market strategies, but the organization’s operational maturity and supporting infrastructure will have to rapidly progress to support performance goals and its ability to invest in developing strategic capabilities. 

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Topics: B4B, organizational change, business growth

Rise of the Services Machine: Being Part of the “In” Crowd

Posted by George Humphrey on 11/8/13 9:30 AM

“The world is changing. No longer is the primary emphasis on features, functions, and widgets. It’s about the experience that can only be delivered through a service-centric model.”

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Topics: cloud, services, organizational change, technology services, Technology Services World Conference

Joining the Coolest Company on the Planet

Posted by Vele Galovski on 10/18/13 7:00 AM

“I look forward to bringing the type of thought leadership, business transformation skills, and fact-based insights to a Field Services discipline that lives up to the standard established by the coolest company on the planet!”

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Topics: organizational change

Takeaways from TSW 2013 Best Practices from TSIA’s Professional Services Expert Bo Di Muccio

Posted by Bo Di Muccio on 5/17/13 7:29 AM

TSW Best Practices 2013 saw a lot of opportunities for idea sharing and networking around the central theme of best practices in technology services.

The TSIA Research Team captured some great observations and key takeaways on the learning that took place at TSW. Over the next several days, we’'ll be delivering their commentary to you here, in this blog mini-series from our TSIA thought leaders. Today, Bo Di Muccio, TSIA vice president of professional services research, shares his observations from TSW.

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Topics: customer success, B4B, cloud, organizational change, professional services, Technology Services World Conference

Change Management: Key to Avoiding a Failed Knowledge Management Implementation

Posted by Randy Mysliviec on 4/29/13 2:38 PM

As the competition is increasing every day, organizations are having a difficult time maintaining and exceeding their customer satisfaction goals. Happy customers always help organizations with repeat business, extending contracts and spreading word of mouth in the industry, thus providing organizations with leads to get new contracts/customers.

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Topics: knowledge management, customer satisfaction, organizational change, organizational culture


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