spring 2008 tpsa summit - Achievements in PS: Case Studies in Applied Innovation
May 4 – 6, 2008
Hyatt Regency
Santa Clara, Ca
Keynote Speakers
Thomas Lah
Executive Director
TPSA
“The Package Paradox”
Do technology providers want to be solution providers and trusted advisors that deliver custom, expanding service engagements? Or, do technology providers want to engineer productized solutions that deliver repeatable business benefits for customers and consistent service margins for the providers? In his opening keynote session,
Thomas Lah, Executive Director of the Technology Professional Services Association and author of Building Professional Services, will explore this tension to expand customer intimacy and simultaneously drive service consistency that exists within all technology companies.
About Thomas Lah
Thomas Lah co-founded and currently serves as the Executive Director of the Technology Professional Services Association (TPSA). Prior to TPSA, as founder and principal of Thomas Lah, Ltd. he became known worldwide for his incisive analysis, strategic thinking, and creative solutions. His recent books include Mastering Professional Services (Professional Services Press, 2005), and Building Professional Services: The Sirens' Song (Prentice Hall, 2002). In his earlier career, he was Director of Solutions Engineering at Silicon Graphics. Previously, he worked with several other companies in related roles, including Director of Solutions Engineering, Business Development Director, Regional Sales Director, and Senior I/T Development Manager. He received an undergraduate degree in Information Systems and holds an MBA from the Fisher College of Business at The Ohio State
University.
Jeffrey D. Bane, PhD
Vice President, XGS Center of Excellence
Xerox Global Services
“Leveraging Service Centers of Excellence”
Professional service organizations have long experimented with techniques to accelerate the development and improvement of delivering complex service engagements. One common technique is to establish centralized centers of expertise that are dedicated to service improvement. These centralized centers are designed to capture lessons learned from multiple customer engagements. However, PS executives often struggle with various management challenges when implementing these centers of service expertise. How are these centers funded? What determines when and where they engage? How do local account teams request these resources? What metrics can be used to prove the success of such centers? In his keynote, Jeff Bane presents a case study on the management tactics required to successfully establish and manage a service center of excellence. Using Xerox’s experiences as a back drop, Jeff will describe how service centers of excellence can be used to improve time-to-revenue and reduce time-to-profitability for complex professional service engagements.
About Jeffrey D. Bane
Jeffrey Bane is the vice president of the Center of Excellence (COE) for Xerox Global Services (XGS). In this role, he is responsible for implementing new services contracts, delivering technological and process innovation to existing customers, and ensuring that Xerox’s consultants and project managers are equipped to deliver existing and emerging offerings to Xerox’s largest accounts.
Bane has over 20 years of project, program, and operations management experience in healthcare, construction, telecommunications, and information technology. He joined XGS in 1998 and for the past five years has served in national service delivery leadership roles. A Six Sigma Black Belt, he also is PMP-certified through the Project Management Institute.
Alan Wilson,
Senior Vice President, Sun Professional Services Delivery,
Sun Microsystems
The level of computing power required to service today’s business needs is ever increasing, fueled by the accelerating growth in the provision of Internet-hosted applications and business services. This growth is resulting in a shortage of data center space, increased demand in energy supplies, and a new level of complexity resulting in increased administrative effort, all at rapidly increasing unit costs. These issues, combined with government legislation and the concerns of global warming is causing many, if not all businesses, to reconsider their future company policy and supporting IT strategy. More energy-efficient IT products provide part of the solution, but the physical construction of the Next Generation Datacentre and future IT systems architectures play a significant role in more efficient use of real estate, lowering energy bills, easing the costs of administration, and reducing an organization’s overall carbon footprint. This presentation focuses on the role of professional services in analyzing and managing the problem, designing and deploying state-of-the-art solutions, and reminding us all of our eco responsibilities for future generations.
About Alan Wilson
Alan has more than 20 years of experience in building IT solutions businesses. As Senior Vice President for the Professional Services Delivery Organization for Sun Services, he is responsible for the strategy and management of this global organization, with particular focus on long-term customer care and delivery of high-quality customer solutions. Prior to this role, Alan held other positions during his 13 years at Sun that include vice president for Sun's Global Desktop & Mobility Practice and vice president of solution sales for the International Americas countries. Prior to Sun, Alan spent seven years at the Marconi Goup, where he built a software and systems integration business targeted at expanding the commercial customer base using relational database technologies, and also spent two years in the Advanced System Practice at Logica. Alan has a Ph.D. in engineering and an honors degree in engineering from the University of Aberdeen, Scotland.
Nicolas Steib
Global Head of Field Services
SAP
“In an ideal world, software solutions would not need services to be successfully deployed.” With this provocative starting point, Nicolás Steib will explore the options for service innovation along the value chain of a software provider. Based on a number of selection criteria—value provided, scaleability, fulfillment quality, and risk mitigation—Mr. Steib will focus on two scenarios:
- Re-invent the services business by enriching products with service “content” and, ultimately, making services “superfluous.”
- Re-invent the way services are deployed by “productizing” the way services are defined, delivered and made scaleable. In this scenario, the need for services is accepted, but so also are fundamental changes to the business and delivery models around them.
In his keynote, Mr. Steib will explore the above concepts, describe specific examples from the SAP experience, and relate some of SAP’s learnings from its efforts to innovate in the area of technology professional services.
About Nicolas Steib
Nicolás Steib joined SAP in June 2000 as the Head of Field Services in SAP Spain. In 2003, he took over international business responsibility as vice president, and in 2005 he became senior vice president, managing SAP´s consulting and education business in the non-German-speaking EMEA markets. Since the beginning of 2008, he has assumed responsibility for SAP´s field services hubs, which are the globally-managed organizational units that focus on driving strategic industries and service offerings.
Nicolás started in publishing with the Hachette Group in Argentina. Later, his career centered in consulting. Before joining SAP, and as the head of the media practice for Gemini Consulting in Iberia, he focussed on innovation and business transformation topics for several international clients. Nicolas also was a partner in the French BPI-Group, specializing in HR support for corporate restructuring programs.
Nicolás holds degrees in economics and business administration from the University of Basel, Switzerland, and in social psychology from the University of Barcelona, Spain.
Madan Gadde
Senior Director, Global Practices & Strategy,
HP Software Professional Services
“Innovating the Service Development Life Cycle”
Services organizations have the opportunity to dramatically increase competitive differentiation, accelerate customer success, and lower cost of sales through the implementation of packaged services offerings. In order to capitalize on the opportunity, a services engineering group is necessary to both fortify the offerings with value-added IP and to ensure a standard methodology for managing the lifecycle of offerings. Service offerings can be the catalyst for better knowledge management and increased delivery maturity as well as the vehicles to deliver best practices to external customers.
HP Software Professional Services has embraced a new strategy for packaged offerings that embodies these innovative approaches. The strategy is made operational through a business planning process that integrates groups across Services, Products, R&D, and Sales. This helps ensure services effort are aligned to the overall HP Software go-to-market program and creates cross-organizational synergies. The core components of the strategy are including and leveraging low cost geographies, formalizing an extended team model, and creating new pricing that accounts for the value of IP. A more detailed methodology has also been established that focuses on both the processes and specific deliverables an offering must adhere to before it can be formally launched. In his keynote, Mr. Gadde will share results to-date, which have been very positive.
About Madan Gadde
Madan Gadde is the Senior Director for Professional Services at HP software. In this role he leads the Global Practices and Strategy teams to drive services go to market strategies and develop services offerings. Prior to this role, Madan managed business development for professional services at Mercury Interactive, now part of HP. He has also worked with Shell Services where he ran the Information Management practice out of Singapore. He started his career at Xerox. Madan has worked extensively with Fortune 500 customers helping them drive business value from their software investments. He has over 18 years of experience in consulting, building and managing professional services teams.
Charley Dublin
Senior Director, Professional Services
Akamai Technologies
“Successfully Measuring the Economic Impact of Professional Services”
Methods for valuing Professional Services (PS) organizations at product and managed services companies are not well documented or agreed upon in the industry. In his keynote, Mr. Dublin will share ground-breaking work that Akamai Technologies has done within the past year on this topic. He will first explore fundamental business dynamics related to PS that cause the need for EIA models. From this context, Mr. Dublin will build out a general framework to develop various valuation methods. This will includes basic comparison methods as well as more advanced methods that leverage basic statistical approaches. Finally, Mr. Dublin will review best practices to gain acceptance of EIA methods with executive teams.
About Charley Dublin
Mr. Dublin is responsible for Akamai’s Global Professional Services organization. He joined Akamai in April 2000 and has built Akamai’s Professional Services from 17 people in 6 locations to 120 in 19 global locations globally in 3 years. Prior to Akamai, Mr. Dublin worked as a technology consultant at Accenture and Deloitte and Touche in the Telecom, Manufacturing, and Retail spaces. Mr. Dublin holds an undergraduate degree in Accounting Information Systems from Virginia Tech.
 Stephen Smith, Executive Director, SSPA |
 Thomas Lah,Executive Director, TPSA |
Closing Keynote:
“Surviving Service Convergence”
Thomas Lah and Stephen Smith will be discussing the latest research in services convergence in the technology industry. The presentation will cover the latest insights into organizational reporting structures and the convergence happening across professional services, technology support, field services, education and managed services.
About Stephen Smith
Stephen Smith has championed innovation and change throughout an impressive seventeen-year career that spans diverse industries and corporations of every size. Most recently, Smith is credited for leading IBM’s On Demand Business Transformation strategy globally for 30,000+ Business Consulting Services employees. While at IBM, Smith also developed and launched their Component Business Model offering to global customers, and led services strategy for IBM’s Business Performance Transformation Services—IBM’s strategic initiative to move into high-value, high-growth areas. Previously, Smith gained accolades for leading the successful operational transformation for the customer care operations of one of the largest telecommunications providers in North America. Smith holds an MBA from Wharton.
About Thomas Lah
Thomas Lah co-founded and currently serves as the Executive Director of the Technology Professional Services Association (TPSA). Prior to TPSA, as founder and principal ofThomas Lah, Ltd. he became known worldwide for his incisive analysis, strategic thinking, and creative solutions. His recent books include Mastering Professional Services (Professional Services Press, 2005), and Building Professional Services: The Sirens' Song (Prentice Hall, 2002). In his earlier career, he was Director of Solutions Engineering at Silicon Graphics. Previously, he worked with several other companies in related roles, including Director of Solutions Engineering, Business Development Director, Regional Sales Director, and Senior I/T Development Manager. He received an undergraduate degree in Information Systems and holds an MBA from the Fisher College of Business at The Ohio State University.