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Service Optimization

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This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software Last time, we went through the specifics of service management software while looking specifically at the delivery of service. Now we’re going to take that a step further and discuss…

Companies have realized the strategic and monetary value of service as a (or the) key differentiator and most are at some stage of the journey to equip their businesses to seize the service opportunity. You read (I write) a lot of articles on Servitization and the journey to outcomes-based service, and the reason you hear so much about these topics is twofold: first, the opportunity they present is immense and, second, the undertaking of these…

This is part of an ongoing series on the state and standards of service management software in 2020. For the first article in this series, click here. When defining service management software, it’s typical to measure the worth of software by the breadth of capabilities that are offered, but that can be very misleading. In 2007, an Apple iPhone and Motorola Sidekick both had web browsers, but there’s no comparison between the depth of execution…

 IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.     Sarah: Hi, Darren. Thank you so much for allowing me to talk with you today about some exciting news we had this week. IFS has been named a leader…

I think it’s safe to say manufacturers have recognized the need to embrace Servitization, but the race is on to see which companies can successfully transition their operations from product-focused to service-focused. Panasonic Appliances Air-Conditioning Europe is ready to lead the charge and has a strategy in place to do so. Karl Lowe, Head of European Service at Panasonic Appliances Air-Conditioning Europe, recently joined the company with the remit of leading the organization on its…

 Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, I’m excited to welcome back to the Future of Field Service podcast, Dr. Marlene Kolodziej, who is now Vice President for…

This week, Gartner once again released its Magic Quadrant, evaluating Field Service Management software vendors on their ability to effectively provide solutions to their customers. The report is, as always, not just an assessment of the various vendors in the service industry, but also an overview of the state of the service market today, and what’s clear to me through Gartner’s market assessment is that service is becoming even more vital than it has been…

Early in June, an ArsTechnica reader managed to uncover a strange piece of synergistic multimedia: SimRefinery. Developed by Maxis, creator of 1989’s SimCity, SimRefinery was a tool to help onboard workers at Chevron’s Californa oil refinery. Maxis had developed a division in the early 90’s called Maxis Business Solutions with the purpose of gamifying certain elements of knowledge management for employees and potential employees. In the words of librarian and archivist Phil Salvador: Oil refineries…

Having now dealt with COVID in the US for about 100 days, we’re starting to get a better picture of the edges of the crisis, however flow-y as those edges might be. Obviously the parameters are always moving, but I think it’s important not to lose sight of the benchmarks of where we find ourselves, where we’ve been, and what comes next. For that reason, I would like to submit a few stages for consideration:…

Here in the U.S., today’s jobs report tells us that the month of May has seen the largest jump in employment in history. This is not particularly surprising (though apparently many economists were surprised), as people are re-hired or released from furlough in response to states gradually easing COVID-19 restrictions. Nevertheless, this surge is further evidence that we’re nearing something that we’ve been considering since this crisis began: Service is going to approach a bottleneck.…