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Quote-to-Order (Q2O) Systems
Quote-to-order (Q2O) solutions (sometimes known as configure, price, and quote or CPQ) enable manufacturers to mobilize their mass customization initiatives. These systems can reduce time-consuming...
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Documents related to » it service costs roi


Whose ROI is it Anyway? Part One: Introduction
With growing frequency, we hear business and IT managers asking a technology vendor to

it service costs roi  we hear business and IT managers asking a technology vendor to justify the expenditure or demonstrate the ROI on their particular hardware, software or service offering. In some cases, this may be possible. Straightforward automation of routine tasks to reduce or eliminate staff expenses, for example. A top executive at software vendor ActivCard told me early in 2003 that his company had been growing well, even in a difficult market, because it has a very clear ROI story. The company''s software Read More
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

it service costs roi  a selfservice technology (e.g., it cost significantly less for an email interaction than an assisted service call with an agent). But when companies let technology do the work, there’s a host of ancillary benefits that don’t always jump out while making the business case. These benefits are on the cost-reduction and customereffective sides. For example, in a global economy, customers expect excellent service and support at all times. One sure way to frustrate customers is to tell them to call back Read More
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

it service costs roi  VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact in multiple ways when dealing with enterprises. Therefore, VSS implementations must integrate all possible interactions and blend information across channels. Advances in speech development tools are now available to allow enterprises to utilize knowledge base content for voice Read More
Selecting Your Hosted Security Service Provider: What Every IT Manager Needs to Know
Do-it-yourself (DIY) security can be daunting. It requires significant time, effort and expertise to maintain strong security while complying with information

it service costs roi  considerations, and how does IT compare hosted service providers based on these considerations? Key Questions: Selecting the Right Hosted Security Provider Selecting a hosted security provider is a serious and non-trivial matter. The process should be comprehensive, covering not only the most important security considerations but also critical attributes of providers to deliver on these considerations: support and guarantee of offerings, knowledge and infrastructure to back up their services, service Read More
Generating Revenue from Service
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including

it service costs roi  proves to be so, it is necessary to assess how a CRM solution should be valued, and how the investment should be assessed in terms of return, considering the total marketing sales and service operation. In addition, and one of the lynch pins of CRM, is that the best customer is one who is loyal because of their satisfaction with the service provided, and does not require heavy selling techniques to buy again. This is obviously a long-term objective, not achievable at a stroke. The real question is to ask Read More
Best Practices and Processes for Improving the Business Value of IT
Understanding, measuring, and managing against return on investment of a company’s IT investment (ROIT) enables IT leaders to quantitatively frame their

it service costs roi  the Business Value of IT Understanding, measuring, and managing against return on investment of a company’s IT investment (ROIT) enables IT leaders to quantitatively frame their contribution to the business and justify initiatives they seek to undertake. Read about concrete practices, processes, and recommendations to drive ROIT investment via key areas for improvement, the value of improvement, and guidelines for evaluating potential projects. Read More
The State of Service Management
This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a

it service costs roi  recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance. Read More
IDC MarketScape: Worldwide IT Education and Training 2012 Vendor Analysis
This study assesses key technology vendors participating in the IT education market as a line of business (LOB) to support the sale of their technologies. Based

it service costs roi  MarketScape: Worldwide IT Education and Training 2012 Vendor Analysis This study assesses key technology vendors participating in the IT education market as a line of business (LOB) to support the sale of their technologies. Based on IDC''s research, observations, and interviews with many of the key participants in the market, this document provides several dozen practices or approaches to successfully building, maintaining, and growing a training business. Know the key research findings. Read More
Four Key Questions: Ensuring Continual IT Innovation at CPG Companies
For many consumer packaged goods (CPG) companies, the environment is too complex to implement a new business process without upgrading the IT systems that

it service costs roi  Key Questions: Ensuring Continual IT Innovation at CPG Companies For many consumer packaged goods (CPG) companies, the environment is too complex to implement a new business process without upgrading the IT systems that support that process. Taking a consumer approach to upgrading can help. You need to seek out solutions that fit your CPG environment, can keep up with continual innovation, and more. But you always need to be thinking ahead. Learn more about developing an IT roadmap. Read More
Focus on Process to Reduce Your Recruiting Costs
Need to reduce recruiting costs in your organization? This executive brief provides several ideas on how to reduce those costs while still driving exceptional

it service costs roi  Process to Reduce Your Recruiting Costs Need to reduce recruiting costs in your organization? This executive brief provides several ideas on how to reduce those costs while still driving exceptional business by employing creative recruiting strategies and combining them with the right technology. Read More
Computer, IT, and Software
The computer, IT, and software industry represents permanent innovation and change: new technologies, new business models, and the constant search for best

it service costs roi  IT, and Software The computer, IT, and software industry represents permanent innovation and change: new technologies, new business models, and the constant search for best business and technology practices. In a market that changes every day, high financial risks must be addressed accordingly. Computer, IT, and software companies must take action to maintain profitability and stay competitive. Leading companies in this industry that adopt technologies to help meet their business, operational, Read More
Top 10 Reasons to Take Your Field Service to the Cloud
Field service organizations both large and small are flocking to the cloud. They are abandoning on-premise software and simplifying technology so they can focus

it service costs roi  they have made the switch and why you need to take your field service organization to the cloud . . . or get left behind. Download the white paper and find out. Read More
The Path to World-class IT Governance: Maturing Your IT Organization to the Next Level
Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can

it service costs roi  Path to World-class IT Governance: Maturing Your IT Organization to the Next Level Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can determine its governance maturity. A staged approach allows companies to realize rapid time to value by introducing new tools and processes on an incremental basis. As a result, they can avoid an expensive, one-size-fits-all governance solution that may bring Read More
E-discovery Compliance and The New Requirements of IT: The IT Manager’s Guide to 100% Compliance
Considering that e-mail and other electronically stored information (ESI) create the electronic equivalent of DNA evidence, there is no doubt that their

it service costs roi  Requirements of IT: The IT Manager’s Guide to 100% Compliance Considering that e-mail and other electronically stored information (ESI) create the electronic equivalent of DNA evidence, there is no doubt that their evidentiary role will continue to expand. Learn how implementing a strategic e-discovery compliance program can help US and Canadian employers preserve, protect, and produce legally compliant e-mail and other ESI when compelled to do so by a court or regulatory body. Read More
IT Services: Outsourcing, IT Infrastructure Competitor Analysis Report
The IT Infrastructure Outsourcing knowledge base focuses on the selection of companies who provide outsource services in the areas of information technology (IT

it service costs roi  Services: Outsourcing, IT Infrastructure Competitor Analysis Report The IT Infrastructure Outsourcing knowledge base focuses on the selection of companies who provide outsource services in the areas of information technology (IT) infrastructure. The typical types of activities that these providers perform include data center operations; network operations; backup/recovery services, data storage management services; system administration services; end user support of desktop PCs, laptops, and handheld Read More

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