The Reemergence of Managed Services: Capitalizing on the Cloud

Posted by Dhaval Moogimane, Neil Jain, and Andrew Clark on 12/12/14 9:30 AM

12 Days of Insights 2014: Day 3

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.

It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the 90's, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.
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Topics: x-as-a-service (XaaS), B4B, cloud, managed services, technology services, technology maturity, service delivery channels, 12 Days of Insights

What the Top 50 Tech Services Companies Can Tell Us About The Industry

Posted by Thomas Lah on 8/22/14 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends for the technology industry in our widely followed Service 50 index. We aggregate the financial performance of 50 of the largest global providers of technology services to identify service revenue and profitability trends, while also providing critical observations based on the current quarterly update.

In recent history, these trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Watch our recent Service 50 Q2 webinar, in which we identify the latest observations and trends for the technology services industry, complete with detailed data on how these top 50 companies are currently performing in Q2. Here’s a recap of some of the key points we covered. 

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Topics: service revenue, technology services

Corporate Growth in the Age of Services

Posted by Technology Services Industry Association on 5/27/14 3:34 PM

"The key to evolving a successful corporate strategy is to ensure that every decision that is made is based on growth. Every strategic principle must have growth as its fundamental goal, whether that growth comes in the near term, or if it will be a bit further down the road."

By its very own definition, “corporate growth” requires a continuous state of evolution. That evolution is based heavily (but not solely) on assessment and analysis of internal processes―we analyze the practices that have worked in the past, determine why specific practices worked during specific time frames, and draw conclusions as to their efficacy as we move ahead into an evolving business market.

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Topics: B4B, technology services

Customer Experience Journey Mapping

Posted by David Kay on 4/24/14 5:06 PM

“In the technology services business, our workdays are consumed with the things we do: closing cases, escalating, shipping replacement parts, improving knowledge and self-service, dispatching field staff, preparing for new product introductions…the list goes on and on. But it turns out, this isn’t what your customers are experiencing, at all.” 

Why Journey Map?
“O wad some Pow'r the giftie gie us
To see oursels as ithers see us!”

-- Robert Burns


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Topics: technology services, customer service, customer experience journey mapping, TSIA Partners

What Is Really Happening to the B2B Tech Industry? It's a Movement We Call B4B. And Here’s Why You Need to Be a Part of It.

Posted by Suzanne Hite on 2/12/14 4:40 PM

With the introduction of the new B4B model, there’s never been a more promising time to be in tech services. Find out why you need to be a part of the B4B movement. 

You've likely heard the buzz about B4B, or business for business. Since the new model was introduced by TSIA last fall, it has taken off like wildfire, sparking dialog in C-suites in tech companies around the globe. In case you haven't had a chance to read the book based on the concept―B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, by tech industry pundits J.B. Wood, Thomas Lah, and Todd Hewlin―we've encapsulated the main concepts in a short five-minute video. It’s a video that will change your organization’s future. 

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Topics: B4B, big data, customer-supplier relationship, technology services, customer outcomes

When It Comes to Tech Services Innovation, It’s No Longer the Status Quo

Posted by Technology Services Industry Association on 12/20/13 1:57 PM

“Services are transforming within technology providers―and disrupting the status quo. And it’s important to be made aware of these trends, as they will come to impact all of our jobs at some point.”

At Technology Services World (TSW) Service Transformations held in Las Vegas this past October, Infor Global Solutions CEO Charles Phillips shared important insights and real-world examples of how services are transforming within technology providers―and disrupting the status quo. And it’s important to be aware of these trends, as they will come to impact all of our jobs at some point.

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Topics: cloud, technology services, data analytics, service delivery channels, software-as-a-service (SaaS)

In Retrospect: “B4B” and TSW 2013 Las Vegas

Posted by Technology Services Industry Association on 11/13/13 1:51 PM

TSIA's Bo Di Muccio, vice president of professional services research, wrote a fantastic blog entry on key concepts and trends identified in the new book, B4B, and how well it resonated with TSW attendees.

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Topics: B4B, technology services, professional services, Technology Services World Conference

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

Change the Game: Share Your Golden Nuggets at TSW Best Practices 2014

Posted by Technology Services Industry Association on 11/1/13 12:41 PM

"We understand that it’s tough at times to get past the challenges. But no challenge has ever presented itself, both in life and in business, that hasn’t taught us something important. A golden nugget. And TSW is all about sharing those golden nuggets."

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Topics: technology services, Technology Services World Conference

RIP the Traditional RFP

Posted by John Ragsdale on 10/10/13 1:10 PM

“When you stop to think about it, doing business FOR customers instead of TO customers makes all the sense in the world. Simple. Powerful. Full of promise and potential!”

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Topics: outcome-based services, customer success, B4B, technology services

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