Building Professional Services (Harris Kern Enterprise Computing Institute)

 
9780130353894: Building Professional Services (Harris Kern Enterprise Computing Institute)

Product companies worldwide are recognizing that their best growth opportunities lie in professional services -- but building professional services organizations at companies that have traditionally focused on products can be extremely challenging. Now, two leading experts present a comprehensive guide to creating professional services organizations, managing them to maturity, and delivering both excellent services and excellent profitability. Using real-world examples, Building Professional Services offers a complete, practical framework for creating and managing organizations that provide support, education, managed services, consulting, outsourcing, and other professional services. Coverage includes: chartering, organizing, and establishing metrics for professional services; addressing the unique challenges faced by professional services in traditional product companies; and managing a professional services business at every stage of its lifecycle. Part of the Harris Kern Enterprise Computing Institute Series, the world's foremost source of information on the people, process, and technology issues behind enterprise computing.

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From the Back Cover:

How to build a winning professional services organization.

Companies worldwide are discovering outstanding growth opportunities in professional services-but building professional services organizations at "product-centric" firms can be extremely challenging. Now, three leading experts present a comprehensive guide to creating professional services organizations, managing them to maturity, and delivering both quality services and superior margins. Building Professional Services introduces a complete, practical framework for delivering the full spectrum of professional services—from support and education services to managed, consulting, and productized services.

  • Managing the professional services business at every stage of its lifecycle
  • Focusing on the key factors that drive success: revenue, references, and repeatability
  • Responding to the unique challenges faced by professional services in product-based companies
  • Aligning services with the rest of the organization
  • Establishing effective metrics and business review processes
  • The four phases of building a successful professional services organization
  • Frameworks for organization, project delivery, solutions development, and operational infrastructure
  • Customer engagement models and workflows

Drawing on their experience working with leading technology service providers, the authors cover every aspect of professional services: strategy, tactics, and operations. From financial models to customer relationships, Building Professional Services will help you transform the promise of services into a profitable reality.

"I can't imagine anyone starting a professional services organization without first referencing this work."

—Dave Nestic,
President, NezTech Corporation

"This book is a significant contribution and a practical guide to a fast-evolving frontier. With clearly expressed views and recommendations, it will stimulate both thought and action."

—David H. Maister, co-author of First Among Equals

"Extraordinary insight into the issues faced when building a professional services business unit at a product company."

—Kenneth Coleman, Sr.
Vice President of Silicon Graphics
and retired CEO of K&S Solutions

Harris Kern's Enterprise Computing Institute SeriesSolutions for IT Professionals.

About the Author:

THOMAS E. LAH has more than 15 years of experience in IT and consulting. As Director of Solutions Engineering at Silicon Graphics, he led a team responsible for developing and launching a professional services consulting organization on a global basis and growing it from zero to $150 million in four years.

STEVE O'CONNOR has held both business and IT services leadership roles for over 20 years. He served as Vice President for Professional Services at SGI and before that, as SGI's Chief Information Officer.

MITCHEL PETERSON has held a variety of financial and operational roles for more than 18 years. Most recently, he was the Senior Manager of Strategic Planning andCommunications for SGI's Professional Services Organization and was responsible for developing and implementing strategic and tactical programs.

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