Why You Need to Attend This Session:

Even with the strain on the economy, companies are still spending money on services. However, companies are looking for a high level of quality and improved ROI for their spend. This session focuses on building a partner enablement program to drive the best possible customer experience. This enablement framework ensures customers receive a top-notch, professional experience that justifies their initial spend and leads to additional solutions opportunities.

Presentation Abstract:

This presentation will focus on the Symantec Consulting Partner program's enablement model. Attendees will get an overview of the program's inception (from objective determination, target partner base, and design), details on its launch, and lessons learned. Additionally, time will be spent exploring the tools, systems, content areas, and executive sponsorship required for supporting a successful partner enablement program.

Why You Need to Attend This Session:

This panel discussion presents attendees with a unique opportunity to hear from and interact with education services executives who are successfully navigating the challenges of the current economic climate. This session also will provide a preview of the additional sessions on this, TSW’s first, Education Services track. These sessions are targeted at helping those responsible for education services understand optimal business models and revenue growth strategies.

Presentation Abstract:

What are the most common challenges facing education services managers and executives today? What are the responses that have been the most effective in confronting these challenges? This panel discussion, involving a collection of education services executives from several prominent technology companies, will address these questions. The panel also serves as the kick-off session for the education services track that is taking place at TSW for the first time ever.

Why You Need to Attend This Session:

Is reducing time to value important to you in today’s “lean IT” conditions? If the answer is yes, come see how CA helps its customers achieve this objective using “Go-Live with CA.” This session will explain how CA ensures timely execution and enables a seamless transition to production followed by proactive monitoring and, ultimately, success.

Presentation Abstract:

In our current economy, customers are looking to maximize their dollars and ensure that when they do spend, they spend wisely and get a quick return on their investment. To meet this challenge, companies need to be agile in the delivery of their implementation projects and get customers into production quickly, efficiently, and successfully. Support can play a key role in helping achieve this by working with our services and partners teams. Using the “Go-Live with CA” program example, learn how support and services/partners can work together to ensure timely execution of implementation projects and enable seamless transitions into production for customers. Learn how proactive monitoring of key stages throughout the implementation life cycle ensures that deliverables are met and projects are on time. Finally, find out how lessons learned are applied to continually deliver excellent value to customers.

Why You Need to Attend This Session:

Looking for a PSA system to automate your services business or simply want to learn how to operate your services group more efficiently? PRTM is a global management consulting firm that advises Fortune 500 and Global 2000 companies, including leading services companies. Hear straight from the source how they successfully implemented OpenAir’s PSA solution at PRTM and what they learned in the process to help streamline their own internal operations. This session is for those who are looking for the latest in operations science as it is applied to the services world today.

Abstract coming soon!

Why You Need to Attend This Session:

This is a unique opportunity to rapidly meet many of your industry peers and quickly understand who has similar challenges and who has prior experience with challenges you are facing.

Presentation Abstract:

Our PS speed networking sessions work like "speed dating," but for making professional connections. You’ll make fast first contacts with conference participants to discover colleagues who have experience with problems you are trying to solve. Session attendees will talk with each other for six minutes and then rotate. During each six-minute session, the two attendees will exchange a PS problem they have and will determine if the other person has experience with that problem. At the end of the session, the moderator will reward the attendee who had the most "experience matches." That winner will receive a gift certificate and honorable mention at the awards banquet. Come to this session armed with a list of your current challenges—tightly summarized.

Why You Need to Attend This Session:

In this session you’ll learn how to survive in today's changing economic climate, including what manufacturing companies are doing to capitalize on the downturn, how to convert from a commodity supplier to a trusted advisor, and how companies need to reposition their service offerings. You’ll also discover how to own the customer user experience and how you can provide greater value to your customers.

Presentation Abstract:

With complex and high-tech products commoditizing, technology service providers today need to develop better differentiation and develop long-term partnerships with their customers. How did Oracle Consulting develop the strategic initiative and validate the vision that is aligned with its loyal customer base? This session will provide an overview of the initiative and the extensive plan to incorporate the right people, process changes, and tools to achieve the internal transformation. It also will share some of the lessons learned in building customer interactions with the newest phenomenon in social networking and loyalty management strategies.

Why You Need to Attend This Session:

By attending this session, you will understand how use cases from previous projects can be abstracted into generic best practice knowledge libraries. Further, you will also see how leveraging such knowledge libraries can significantly accelerate architecture and design for a transformation project. This session also demonstrates an approach to designing a service oriented architecture by mapping business processes to system capabilities that support them.

Presentation Abstract:

This case study demonstrates the value of Knowledge Libraries in reducing the time to market for IT Transformation. Through a real life example, we show how critical architectural decisions can be made quickly, and consensus achieved with business stakeholders while key technology decisions are still outstanding. The case study also demonstrates the use of a set of system agnostic industry best practice use cases and process definitions to create a foundation for a service oriented architecture. This capability based business architecture enabled validating of business requirements and providing a basis for selecting and finalizing the application architecture where there were gaps, while at the same time enabling design to progress in other areas.

Why You Need to Attend This Session:

Discover the success mantra of the world’s leading enterprise software companies with KPIT Cummins’ test-proven support services. Our value-added business models help you achieve more for less.

Presentation Abstract:

We all have witnessed the catastrophic effects of global economic turmoil across industries. The upside is that it has compelled organizations to turn leaner for the better. The constant decline in the IT spending of customers is posing a serious threat for enterprise software companies who bank on maintenance revenues as their strategy for sustainability. Here again, they are pressurized by the high cost of operations constantly eroding their margins. The emergence of innovative business models in such a scenario comes as a sigh of relief. However, the effectiveness of these models is still a question for many. KPIT Cummins invites you to explore the various business models and their transformational benefits while building a superior customer experience. Specific examples will exhibit the right strategy of adoption for each model, the key success factors, and the modus operandi, thereby attaining business agility.

Presentation Abstract:

Customer support has entered the next generation with customer needs increasing due to the more advanced and mobile technologies available. Customer support operations face a tough mission – to support new consumer technologies while securing and optimizing their support operations as consumer demand continually increases.

Join Bomgar, the leader in next-generation enterprise remote support solutions, and PlumChoice, the leader in next-generation online customer support, at the Technology Services World Expo Theater #1 Tuesday Oct 20th @ 1:40PM-2:20PM for an exploratory voyage into the new frontier of customer support.

Learn strategies for:

• Controlling customer support costs
• Maximizing security in supporting mobile customers
• Optimizing processes and staff in the face of new technologies
• Supporting multiple OS & different devices

May your business live long and prosper well into the next generation.

Presentation Abstract:

Knowledge access technologies enable greater levels of self service for technology customers, even when dealing with complex solutions and large implementations; such technologies also enable higher levels of contact center efficiencies, including higher rates of first call resolution and shorter overall call duration. Both results increase levels of customer satisfaction and trust, which in turn lead to increased up-sells and cross-sells, as customers understand their provider’s commitment to ensuring success with its products and services. At the same time, intelligent search solutions enable the convergence of disparate knowledge management systems, product information repositories, customer service solutions, email and desktop content, through unified access via a single, faceted search interface. This session will trace the evolution of a leading technology provider’s use of enterprise search from a single departmental implementation to supporting all call center and extranet content, and present Key Performance Indicators which will help participants to develop their own business cases to support such implementations.

Why You Need to Attend This Session:

For services strategist and marketers who aspire to create innovative offerings with a small investment, Genesys will host an interactive discussion on how to drive repeatable, revenue-generating services that align with product, solution, and go-to-market strategies.

Presentation Abstract:

Demonstrating business value from a services group doesn’t need to come after a deployment has been successful. By empowering a small team to develop a services portfolio and lifecycle process that intimately link the service, product, and marketing teams – business value is provided before the first customer meeting. With this, driving a service portfolio with repeatable offerings and solutions to market provides predictability, higher utilization and ultimately healthier margins. We will discuss the process we have developed and the success that Genesys has embarked on with this new initiative.

Why You Need to Attend This Session:

This case study debunks the myth that world-class partnered technical support is only for large companies with hundreds of customers. Mirapoint will talk about how they have successfully debunked this myth and leveraged MindTree’s framework in cost-effectively supporting their customers without sacrificing their core activity of developing innovative solutions.

Presentation Abstract:

Building and growing a competent technical support team for complex products in the face of an ever-growing customer base is a daunting task for any product company―more so for SMBs. At the same time, handing off customer-facing activities to a partner is a difficult decision fraught with significant risks. A few questions SMBs battle with are:

• Does the partner understand and have the capability to support my savvy customers who are using technically complex products?
• Can the partner help transform the technical support function with the latest trends, such as collapsing layers of support and adoption of Web 2.0 technologies?
• Can the partner help the SMB through the journey of support maturity levels of Reactive -> Organized -> Demand Reduction -> Value Added Support?

Can an SMB achieve this support nirvana by retaining focus on its core business and on a shoe-string budget? Most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech support arm. Engaging a partner is not an easy choice for an SMB, as the partner always wants volume business to provide affordable services. This is not true anymore. Tech support is not just for large companies. This case study debunks the myth that world-class partnered technical support is only for large companies with hundreds of customers, large budgets, and high call volumes. In fact, it is often more productive for SMBs to look at partners to offload their support requirements. Mirapoint will talk about how they have successfully debunked this myth and leveraged MindTree’s framework to cost effectively support their customers without sacrificing their core activity of developing innovative solutions.

Why You Need to Attend This Session:

How many times in your career, have you been able to hear first hand specific tips on how to effectively sell your ideas to all levels within your company from over 15 top leaders in our field. Roslyn had a rare opportunity to interview some of our top woman leaders and found out what makes them tick! You are going to walk away from this session with a couple ideas that could make the difference in your next communication.

Presentation Abstract:

We are all sales people regardless of our role in our corporation and no matter how much experience and knowledge I think you would agree we can always benefit from learning from others in our field. Roslyn Jones, Vice President of Global Education Services for Informatica Corporation has personally interviewed some of the top Services leaders from Cisco, HP, salesforce.com, BMC, and more to find out what they have learned in their many years in the business world. Roslyn has taken this assignment very seriously and is excited to share trends and unique examples to help us effectively communicate at all levels.

Why You Need to Attend This Session:

Knowing what you should―and shouldn't―expect from your marketing resources to drive your business is even more critical in these challenging times. This services marketing session enables you to quickly identify where you are in the marketing maturity curve and will deliver proven, practical execution tactics for acquiring and retaining customers.

Presentation Abstract:

You roll the dice in Vegas, but not when it comes to marketing your business. Just as there are multiple phases in the maturation of your technology services businesses, there are also similar phases in the evolution of your services marketing organization. The more in concert these phases are with each other, the more effective marketing is in driving and propelling your business forward. This session will explore what you can expect from your marketing organization at these various phases within the services maturity curve. In addition, this session will help to identify key signals to be cognizant about as your services business evolves. Understanding these two areas will help you make the appropriate investment in your services marketing organization, putting the odds in your favor for a successful business.

Why You Need to Attend This Session:

This session will present the challenges of enabling an overlay services sales organization to help drive PS opportunities. Audience members will be given a chance to provide recommended solutions. At the end of the session, a gift certificate will be awarded to the audience member who provides the most helpful insight. Come prepared to collaborate!

Presentation Abstract:

CA will discuss the challenges of enabling an overlay services sales force to help drive PS opportunities. Senior vice president Ng Leong will present some of the challenges currently facing CA. Audience members will be given a chance to provide recommended solutions. At the end of the session, Ng will award a gift certificate to the audience member that provided the most helpful insight. Come prepared to collaborate!

Why You Need to Attend This Session:

The twist on this Las Vegas slogan has never been truer with the pressures of today’s market demands. Every interaction you have with your customer becomes part of a total experience that either helps build or destroy your brand.

Presentation Abstract:

Learn from industry-leading experts how they have implemented and utilized knowledge to significantly improve the customer service experience. Whether you’re providing technical support for mission-critical networks, or assisting field technicians in the repair and maintenance of complex gaming machinery, the requirement for fast access to accurate answers is becoming increasingly important.

InQuira customers, Juniper Networks and IGT along with industry partner DB Kay and Associates join forces in an interactive panel discussion. Join us to learn the trade secrets and best practices.

Why You Need to Attend This Session:

Service operational models are key factors in the successful partnership between customer and service provider. These models have to be designed, implemented, and managed intelligently, and measure the service operations’ ability to maintain customer expectations in any business environment. This session will cover the key objectives in aligning with your customers, how to optimize profitability, and how to build a trusted relationship between customer and vendor.

Presentation Abstract:

Service operational models are key factors in the successful partnership between customer and service provider. These models have to be designed, implemented, and managed intelligently, and measure the service operations’ ability to maintain customer expectations in any business environment. To achieve the highest CSAT and make higher revenue targets, service operations groups have to manage their service operational portfolio to avoid financial pitfalls. They must define the service level and operational level agreements that fit into the customer’s business environment. Service operational analysis requirements must be considered to minimize service operational disasters. Attendees of this session will learn how to analyze the customer organization’s service operations, identify areas for improvement in service planning and execution, apply practical solutions for eliminating inefficiencies, and measure solution impact using quantitative performance metrics.

Why You Need to Attend This Session:

It is no secret that a satisfied customer will be a repeat customer. But how do you know if your customers are satisfied? This session will review survey strategy, construction, and administration. It will also discuss the most important part of surveying: What to do with all of the data. In addition, a case study will be presented on how customer surveys can be used to improve how and what your service organization delivers.

Presentation Abstract:

Data from multiple streams indicates that project customer satisfaction measurement is becoming more of a table-stakes proposition. At the same time, very few clear common practices are emerging regarding how and when the surveys are executed, and very few companies are building these results into compensation for delivery staff. This session will discuss improving both the processes and the outcomes of PS customer satisfaction. Considerations for survey strategy, construction, and administration will be discussed. The session will use a case-study approach to discuss how to use survey data to improve your customers' experience and how to change behavior in your company.

Why You Need to Attend This Session:

Companies engaged in a Service Implementation can learn from others who navigated turbulent waters. This presentation from Coherent, a Hi-Tech Laser manufacturer in Silicon Valley, describes their service transformation plan with the 'Top Ten' tips and tricks to help extract maximum value from their implementation. Learn from the industry leaders who have successfully made the transition and bring back a few secrets of success for yourself.

Presentation Abstract:

Most companies today are struggling to hold revenues and margins in the down market. Some leaders in manufacturing, however, have resorted to bolstering their in-house and field service delivery to their installed base and competitors' base to be able to better monitor the customer user experience. Selecting the right or best application software package to address this strategy can often be a daunting and harrowing experience. This case study will cover the service transformation from product emphasis to service focus and the decision process adopted by this market leader with a "10-step process" to ensure their success. Attend this session and learn how your company can also benefit from owning the end customer user experience with the right tools in place.

Why You Need to Attend This Session:

Finding ways to lower costs while improving customer responsiveness is mission critical today. Attendees of this session will learn how NCR is using a Resource Management Office and resource management processes to achieve both cost reductions and improved customer service. Come learn how to make “just-in-time resourcing” possible for your organization.

Presentation Abstract:

Improving customer responsiveness is always on the minds of service providers and is vital in times like these. However, there are few alternatives available to accomplish improved customer responsiveness while at the same time lowering the cost of doing business. NCR Professional Services made the choice to transform delivery operations using Just-in-Time Resourcing, a new methodology from RTM Consulting that is rapidly becoming the industry standard for effective management of billable resources. A focal point of the NCR implementation was the establishment of a resource management office (RMO) to more effectively get the right person in the right place at the right time. In this presentation, Ruth Fornell, vice president of NCR Professional Services, and Randy Mysliviec, CEO of RTM Consulting, will discuss how the two companies worked together to help NCR implement an RMO and transform resource management processes to produce improved alignment of resources to customer needs, while improving billable utilization and services related margins.

Why You Need to Attend This Session:

This session will give attendees a unique insight into the career paths and career decisions made by these women service leaders. Some of these professionals came up through the services ranks, while others are cross-discipline trained. Each has a distinctive and compelling story regarding services and advancement within their respective companies.

Presentation Abstract:

Ever wonder “what did that person do to become a leader in their company?” And then wonder “what are the critical things I need to do to develop my professional skills and visibility within my company and my industry?” Or “how do I meet other women leaders in services?” "Women in Services: Profiles of Success" features leading women in services who have achieved leadership positions with some of the industry’s leading companies. Sharing their success factors and the path they took is invaluable to others looking to expand their areas of responsibility and leadership within their organization. This panel also provides the unique opportunity for women in the industry to meet other women leaders.

Why You Need to Attend This Session:

If you believe that “change” is the only constant in technology, then you’ll want to be in the driver’s seat when it comes to understanding how social media—the biggest change agent for culture and communication since the advent of the Internet—will impact your services business. Organizations who can respond quickly to this shifting landscape by leveraging agile business models and dynamic business processes are uniquely positioned to win.

Presentation Abstract:

Even six months ago, hearing “Twitter” and “customer service” in the same sentence would make most technology service executives grimace. Today, there is more shrugging than grimacing—it seems that everyone is talking about social media, but few of us understand how it fits into a business model. When you consider that two-thirds of the global Internet population visits social networks, time spent on these sites is growing at 10 times the rate of the global Internet, and that social networking is now more popular than e-mail, one thing is clear: being in social media means being where your customers are. Being in the social media space is all about engagement. In fact, for some companies, it's the number one initiative that cultivates the company's most valuable asset: customers. This session will explore leading examples of technology companies that use social media to great effect in servicing and engaging their customers. We’ll delve into the ROI of social media and give you compelling data to help advance your customer experience initiatives. Finally, we’ll outline a simple how-to guide that will get you started down the path of least resistance in structuring your social media tools, people, and processes.

Why You Need to Attend This Session:

So often in the Services business C-level executives have unrealistic expectations about Education revenue growth and margin attainment and this session will share a few examples how to set expectations that are based on your companies goals and objectives. When determining margin targets it is important to know how to compare apples-to-apples and not be set up for failure and compare yourself to other companies when it may not be a true comparison.

Presentation Abstract:

Roslyn has been in the Education business for over 25 years and participated on a board of Education professionals consisting of over 70 companies. She is going to share with you some key take-a-ways to help plan for 2010 and to set clear and realistic expectations to senior management and your team. Predicting and forecasting the education business during these macroeconomic times is a challenge and Roslyn will share some recent information that could assist in your planning processes.

Why You Need to Attend This Session:

Are your customers slow in adopting your organization’s technology? Their adoption can be improved if you better enable your professional services organization. Come listen to how the “Eight Golden Rules of Consulting” will improve your workforce and expand the frame of reference your consultants take to their next client engagement. Train your workforce through real-life examples and stories that will put you ahead of the competition.

Presentation Abstract:

Have you made your flight arrangements for travel next week to your client? Have you mapped out how to get from the airport to the hotel and client office? Have you reviewed the Statement of Work and spoke to your manager or sales team? Great, but did you remember to pack the 8 Golden Rules of Consulting. Every consultant will need these 8 Golden Rules before starting whether you are onsite or working remotely. Learn what is essential to the work you are going to perform. This track is built with real-life examples of successful and not successful consultant stories that you and your team will need to guarantee success on each and every engagement. Learn about having a Point of View, working from a Fixed Budget, Earning Your Billing Rate and Pulling the Rip Cord Early. These 8 Golden Rules will better frame your consultants when they come onsite.

Why You Need to Attend This Session:

Revenue from educational services―as a discretionary spend―is typically one of the first to be impacted when tough economic climates occur. Attend this session to learn some of the strategies that have been deployed at one organization to assist not only in stemming falling education revenues, but also have resulted in growing the business.

Presentation Abstract:

The last 18 months have been a tough one for education organizations as the economy has shrunk and training has seen its revenues fall or flat at best. Some Education organizations, however, have continued to thrive and grow despite this. In this session Linda Moss, VP of WW Educational Services will share some of the strategies implemented at BMC as the Education department has gone about reinventing itself. The session will share experiences of how addressing Sales and Marketing strategies, re-evaluating Education Offerings as well as working more holistically with other elements of the Services organization can contribute to ensuring that Education is seen as providing value and can assist in continuing growth and success for training for ‘for fee’ Education organizations.

Why You Need to Attend This Session:

In post-recession 2009, IT must be responsive to the needs of its customers, both internal and external. Process improvements have the promise of heightened levels of customer satisfaction. At the same time, process and tool upgrades are cost items and must realize a return on investment. Ensure that your investment is used by the people using it every day. Ensure that your process and tool upgrades get implemented, used, and result in high levels of success for your organization, by planning for the people part of the project.

Presentation Abstract:

Go live is upon us. Our new processes are written, our tool is ready, training has begun and we can't get any takers. What does it take to get this off the ground? It takes careful organizational change strategy and planning. And, it takes some real commitment on the part of the implementers to play by the rules. Explore three successful process improvement process implementations complete with successful tool implementations and what contributed to their success. This session will look at what makes organizational change difficult, how to build success and the enabling behaviors which the change agents must possess to pave the way for success. We will look at the research of John Kotter of Harvard, Robert Cooke and Clayton Lafferty of Human Synergists and Elisabeth Kubler-Ross PhD. We will also look at the work of Saul Alinsky and how to make the tools of community organizers those of process change agents. Join us for research, advice and thinking outside the box.

Why You Need to Attend This Session:

Among the many benefits of TPSA membership, participation in the PS benchmark study is probably foremost. This session will be valuable for any member company considering going through the benchmarking and review/assessment process. Consider it a crash-course on PS benchmarking, what it entails and what outcomes can be expected from it.

Presentation Abstract:

The status of the comprehensive refresh, redesign, and update of the TPSA benchmark survey, database, and survey tool will be reviewed. The benchmark database has undergone a significant redesign and upgrade. TPSA will review the purpose and state of the new survey, the resulting database, and the survey tool.

Presentation Abstract:

This panel will discuss the details of the Service Research & Innovation Institute's (www.thesrii.org) key strategy / road map for driving "Service Innovations" by focussing on major service industry verticals (health care, financial, energy, telecom, government, education, retail, etc.) as well as major horizontal domains (technology platforms, business process/tools/models, service operations, etc.).

This panel will include speakers from IBM Research, HP Labs and other key Service Research organizations around the world.

Why You Need to Attend This Session:

Customer adoption is difficult at best. The rise in popularity and use of social channels― from Twitter to Facebook to YouTube―has turned the one-way road connecting you to your customers into a series of multi-way highways with numerous intersections. As service providers, you need to be able to identify and participate in conversations related to your products and brands wherever and whenever they occur on the social Web. In this session, you will learn how Webtrends’ services department has proactively, and reactively, engaged with their customers through the implementation of specific monitoring techniques across various social media channels.

Presentation Abstract:

Web 2.0 technologies continue to become more ingrained in people's everyday activities, and the scope of conversation that occurs among consumers and businesses will only increase with that growth. We are currently at a juncture in the business world that presents a whole new outlet to monitor and field customer feedback, and organizations who are not actively participating in some sort of social monitoring/outreach and measurement within their service operations will be at an extreme disadvantage. Service operations need to begin utilizing the innovative social technologies available to transform their organizations from a reactive one to preemptive one. When the service arm of any organization, big, medium or small, is actively participating in this type of outreach, teams are better equipped to prioritize efforts on specific areas of concern; effectively reducing costs and increasing customer satisfaction. Webtrends began implementing social media within their service operations early in 2009, and have been on the bleeding edge of adopting web 2.0 solutions to effectively monitor conversations which occur about and around their product offerings and services group. In this presentation, Dave Canelis, vice president, Global Services, Webtrends, will outline the benefits to picking up the chatter occurring outside traditional conversations, and show how this form of monitoring can be adopted within both SMBs and larger enterprises.

Why You Need to Attend This Session:

Improved services customer satisfaction translates into improved utilization and margins, and an enhanced bottom line for your consulting organization. Come and learn how to expand your services footprint and customer satisfaction while leveraging your partner community.

Presentation Abstract:

Delighted customers equal repeat services business. It is possible to grow your services business inorganically with partners while maintaining happy customers. Emphasizing, enabling, and measuring customer satisfaction creates a level of trust with partners so they will treat your valued clients with the same level of attention and quality that you do. Learn how to improve customer satisfaction in your partner community through a real world case study and by way of appropriate systems and metrics.

Why You Need to Attend This Session:

Given the current economic situation, the need to deliver services more efficiently and with fewer resources is even more important to maintain a healthy margin. Learn how, through a simple yet elegant service and delivery IP model, consultants and sales engineers were able to enable customers to implement corresponding products quickly and lay the foundation for scaling to a broader audience of field personnel and partners.

Presentation Abstract:

Are you beginning to build your services practice? Or preparing to scale out? This session will present a case study of the evolution of the services development and delivery at VMware. We will explore how a simple yet flexible service was launched and supported to accelerate product adoption.