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Human Service Delivery Automation
 TeamFrame for Service Delivery Professional
Lean Mean Service Machine
Service Delivery Automation is a term coined by Forrester Research in 2002 to replace the term Professional Services Automation (PSA) that was then in use. Services Delivery Automation includes specialized application markets such as enterprise project management, PSA, project budgeting, time and expense.
Forrester states that Services procurement applications are a growth segment in the overall eProcurement/eSourcing market, with enterprises facing an expanding range of options. Enterprise spending on services ranging from temporary workers and consultants to marketing, legal, and facilities management represents a large but largely unmanaged proportion of enterprise spending. Standard eProcurement applications don't help because they only focus on the initial buying and not on the day-to-day management of services delivery against a contract.
At the heart of any service delivery automation solution are service catalogues that specify internal or external process and practice for performing work. These templates for work describe what needs to be done, how it must be done, what it will cost and how long it should take. The catalogue-based approach makes it easy and reliable to bring together a multi-skilled, multi-company or departmental team and connect them with specific deliverables, phases or tasks associated with the service delivery activity.
From an IT perspective for example, most formal processes that define the execution of IT service delivery are predominantly manual. They either reside in the heads of one or more data centre experts, reside in electronic form in either a formally or informally structured database or are paper documents, residing in the file cabinets of one or more members of the support team. In either case, these processes and their definitions have largely been developed on an ad-hoc basis and rely heavily on the skills and acquired knowledge of the current (or previous) support staff.
A more comprehensive approach is required in order to best integrate and automate service delivery, supporting management processes and best practice knowledge. Its surprising how many companies use desktop-siloed manually updated spreadsheets and plans to run mission critical operational activities and processes disadvantaging themselves against the industry profit leaders who are rapidly adopting a more centralised and standardized service delivery approach.
This selection of papers explores ways in which to source, specify and manage the services that are integral to your operational excellence and business success.
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