What Do Professional Services Strategy and Car Maintenance Have in Common?

Posted by Bo Di Muccio on 2/1/18 5:00 AM

At our recent TSW conference, I overheard this lament, “I wish getting alignment on our professional services strategy was as simple is getting your car aligned!” And thus was born an idea for some research and a blog post to explore this concept.

Car owners know that their wheels need to be in alignment, and it’s not hard to tell when they aren’t.  Your car might seem to drift to one side, or maybe your car is driving straight, but your steering wheel isn’t centered or vibrates at higher speeds. Any of these problems is a clear indication that you’re out of alignment. If you don’t get it fixed, there are lots of problems that will likely ensue: your tires will wear unevenly, you’ll get worse gas mileage, there’s a higher risk of tire blow outs or poor traction. In short, it’s plainly foolish and counterproductive to ignore or overlook the problem.

At TSIA, we believe that the same exact principles apply to professional services alignment, that is, the alignment between the PS charter and overall company objectives. 

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Topics: professional services, professional services organization (PSO), project performance, TSIA Strategic Services

10 Things to Consider When Choosing a Professional Services Automation Platform

Posted by David VanHeukelom on 1/23/18 5:00 AM

Professional services automation (PSA) platforms have continued to mature and expand since these tools were first introduced more than fifteen years ago. As noted by TSIA’s John Ragsdale in a previous post, the adoption of PSA applications continues to grow at a rapid pace, including expanding the definition of what PSA tools can deliver for services organizations. Existing PSA solutions built a decade ago don’t deliver the breadth of functionality required to effectively manage a services business today. As a result, services organizations have been forced to turn to non-integrated and disparate systems to manage day-to-day activities, including project management, collaboration, and resource planning, among others.

Many customers are now looking to replace these original products with the more robust and integrated solutions now available on the market, offering enhanced features and functionality available in one unified platform to manage the entire services business.

Here are ten key requirements to consider when selecting a professional services automation platform that will work best for your needs.

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Topics: professional services, professional services organization (PSO), professional services automation (PSA)

Is Resource Management Just About Assigning a Resource to a Project?

Posted by James Cho on 6/28/17 5:00 AM

Do you have a dedicated Resource Management function inside your professional services organization? If so, what are the main tasks, activities, and responsibilities that they perform? The general belief is that resource management is about finding an able and available individual to be assigned to a delivery engagement/project. We at TSIA believe there’s more to it than that.
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Topics: professional services, resource management, professional services organization (PSO), professional services automation (PSA)

Services Convergence and PS: What's to Become of the "O" in PSO?

Posted by Bo Di Muccio on 1/25/17 5:00 AM

You could say that TSIA put the "O" in PSO (Professional Services Organization), because for 10 years we've been benchmarking, dissecting, building frameworks, and otherwise analyzing how tech companies organize their professional services (PS) capabilities. Most of those 10 years have been about the story of the increasing organizational maturation and sophistication of PS, that is to say, we have watched PS "grow up." We have seen it morph from a loosely conceived, poorly funded collection of smart people inventing, reinventing, and delivering technology services to customers, into something that, in the vast majority of cases, has all of the artifices and trappings of fully formed organizational entity. But, what does this mean, exactly?

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Topics: professional services, professional services organization (PSO), TSIA Organizational Convergence Series, convergence, organizational convergence

3 Reasons You Should Invest in Professional Services Automation

Posted by Michelle Manimtim on 11/9/16 5:00 AM

Per TSIA's professional services benchmark reports, professional services automation (PSA) adoption is on the rise, and organizations that implement it gain the following benefits when compared to their industry peers:

  • Higher billable utilization.
  • Better rate utilization.
  • Fewer days to staff projects.
  • Increased project margins.

However, despite the growing maturity and use of PSA solutions, I continue to see even mature professional services organizations still drowning in spreadsheets and highly inefficient manual reporting. To thrive and compete in the current business climate, companies need to transform and evolve to meet the needs of today's customers.

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Topics: customer experience, professional services, professional services organization (PSO), professional services automation (PSA), TSIA Partners

3 Tips for a Successful Professional Services Organization: Part 3

Posted by Bo Di Muccio on 11/12/15 6:30 AM

When your customers are able to realize the value your solution can bring to their operation, they’re more inclined to stay loyal and renew their contract. (Tweet this!) The process of ensuring your customers are successfully using your technology to achieve their desired outcomes are called adoption services, and more PSOs are offering them to drive customer success with their offers. So, how can highly product-oriented technology suppliers increase their success when making the transition from Level 2 to Level 3 while also becoming good suppliers of adoption services? In this final post in my blog series about building a successful PSO, I’ll be going over a concept you can immediately start thinking about that will help a great deal: business domain expertise.

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Topics: adoption services, professional services, professional services organization (PSO), Tips for a Successful PSO

3 Tips for a Successful Professional Services Organization: Part 2

Posted by Bo Di Muccio on 9/25/15 6:30 AM

In my previous post in this three-part blog series, I talked about how the state of the industry is affecting professional services and outlined the three capabilities professional services organizations (PSOs) need to develop in order to stay ahead, starting with new offer development. In this post, I will go over the next capability on the list and why it’s so crucial to the future success of a PSO: adoption playbook. 

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Topics: adoption services, customer-supplier relationship, professional services, customer adoption, professional services organization (PSO), Tips for a Successful PSO

3 Tips for a Successful Professional Services Organization: Part 1

Posted by Bo Di Muccio on 8/25/15 6:30 AM

While the technology services industry is moving toward outcome-based services, most professional services organizations have to be able to adapt and transform even as they defend, protect, and improve their Level 2 capabilities. In other words, they have to walk and chew gum at the same time! In this three-part series, I’ll be detailing the three main capabilities successful PS executives are developing in order to avoid common pitfalls and capitalize on the new opportunities presented by the current state of the technology industry. 

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Topics: professional services, professional services organization (PSO), Tips for a Successful PSO

Measuring the Impact of Utilization: The Two PS Charters

Posted by Bo Di Muccio on 6/24/14 2:15 PM

Utilization continues to be a hot topic of discussion and debate, and for good reason. Of all the key performance indicators (KPIs) that are tracked by professional services (PS) organizations, utilization arguably provides the greatest, most telling insight into a PSO’s operational performance, so getting it right is important. In this article, I’ll share one of the core fundamentals for effectively measuring and setting targets for utilization.

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Topics: key performance indicator (KPI), professional services, benchmarking, professional services organization (PSO)

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