Building Professional Services – Table of Content

The Sirens’ Song

First edition; 288 pages
ISBN 0-13-035389-2
( by:Mitch Peterson, Steve O’Conner, Harris Kern, Thomas Lah )

Table of Content

Introduction – Why Product Companies Jump In

  • The Sirens’ Song of Services
  • The Product-Services wheel
  • Good Reasons to Offer New Services

Chapter 1: Mapping the Voyage

  • Parameters for Success
  • Primary Audience
  • Chapter Structure
  • Secondary Audiences
  • Chapter Overview Table

Chapter 2 : Setting the Parameters

  • Are you Sure? Four Qualifying Questions
  • Mission
    • Format
    • Audience
    • Overarching Objective
    • Mission and the SAR Factor
  • Business Model
  • Objectives
  • Guiding Principles

Chapter 3 : Level of Profitability

  • Revenue
    • Revenue Types
    • Revenue Mix
    • Revenue Growth Rate
  • References
    • Product References
    • Capabilities References
    • Solution References
    • Industry References
  • Repeatability
  • Tale of Two Business Units

Chapter 4 : Organizational Overview

  • Professional Services Functional Map
    • Selling
    • Delivering
    • Productizing
    • Promoting
    • Operations
  • Professional Services O-Map
    • General PS Interfaces
    • O-Map Interfaces

Chapter 5 : Selling

  • Supply and Demand in Professional Services
  • Warning!
  • Function Overview
  • Critical Success Factors
  • Services Sales Charter
  • Identify and Close
    • Identify
    • Quality
    • Propose
    • Negotiate
  • Forecast
  • Roles and Responsibilities
  • Key Interfaces for Sales
  • Compensation for Sale
    • Key Variables
  • Compensation for Sale
  • Key Metrics for Sales
  • Organizational Structure and Sizing
    • Target Revenue
    • Rep Quotas
    • Geography Vs. Industry Based
  • Sample Organizational Structure
  • Sample Budget
  • Issues to Watch

Chapter 6 : Delivering

  • Function Overview
  • Critical Success Factors
  • Services Delivery Charter
  • Estimate
  • Execute
    • Requirements Review
    • Plan
    • Design and Develop
    • Implement
    • Sign-Off
    • Review
    • Follow-On
  • Educate
  • Roles and Responsibilities
  • Key Interfaces for Delivery
  • Compensation for the Delivery Function
  • Key Metrics
  • Organizational Structure and Sizing
    • Revenue Mix
    • Billable Utilization Rate
    • Billable Rate
    • Sample Organizational Structure
  • Sample Budget
  • Issues to Watch

Chapter 7 : Productizing

  • Function Overview
  • Critical Success Factors
  • Services Engineering Charter
  • Capture
    • Project Review
    • Solution Review
    • IP Capture
  • Improve
  • Solution Development
    • Sample Architecture
    • Sample Project Plan
    • Sample Proposal
    • Engagement Framework and Engagement Activity Forms
    • Resource Profiles
    • Partner Profiles
    • Source Code
    • Training Materials
    • Demonstrations
  • Leverage
    • Solution Rollout
    • Sales Support
    • Solution Evaluation
  • Roles and Responsibilities
  • Key Interfaces for Services Engineering
  • Compensation for Services Engineering Staff
  • Key metrics for Services Engineering
  • Organizational Structure and Sizing
    • Target Mix
    • Number of Solutions
  • Sample Organizational Structure
  • Sample Budget
  • Issues to Watch

Chapter 8 : Promoting

  • Function Overview
  • Critical Success Factors
  • Services Marketing Charter
  • Differentiate
    • The Solution Review
    • Solution Rollout
    • Campaign Development
  • Validate
    • Demos
      Benchmarking
  • Evangelize
    • Sales Training
    • Channel Management
    • Lighthouse Accounts
    • Roles and Responsibilities
  • Key Interfaces for the Services Marketing Function
  • Compensation for Services Marketing
  • Key Metrics for Services Marketing
  • Organizational Structure and Sizing
    • Unique Regions
    • Number of Solutions
  • Sample Organizational Structure
  • Sample Budget
  • Issues to Watch

Chapter 9 : Operational Infrastructure

  • The Framework
  • Critical Success Factors
  • Operational Process
    • Legal Support
    • PS Automation
  • Operational Reports
    • Funnel Reports
    • Booking Reports
    • Billing Reports
    • Backlog Reports
    • Web Sites
    • Electronic Newsletters
    • Internal Distribution Lists
    • Financial Reporting
    • Executive Dashboard
    • Metrics Reporting
  • Project Processes
    • Partner Management
    • Resource Management
    • Solutions Assurance Review
    • Project Accounting
  • Project Reports
    • Knowledge Management
  • Staff Processes
    • Commission Payments
    • Proposal Generation
    • Professional Development
    • Project Management Certification
    • General training
    • PS Specific Training
  • Staff Reports
    • Time Reporting
  • Roles and Responsibilities
  • Key Interface for Operations
  • Compensation for Operations
  • Organizational Structure and Sizing

Chapter 10 : Putting It All Together

  • Organizational Parameters
  • Organizational Interfaces
    • Interfaces within Professional Services
    • Interfaces with the Larger Company
    • External Interfaces
    • Interfaces by Function
  • Technical Staff Vs. Sales and Marketing Staff
  • Field Staff Vs. Corporate Staff
  • Organizational Structure
  • Roles and Responsibilities
  • Processes and Metrics
  • Compensation
  • Business Model and Budget
  • Summary

Chapter 11 : Customer Engagement Workflow

  • Workflow Overview
  • Step 1: Request
  • Step 2: Qualify
  • Step 3: Bid
  • Step 4: Negotiate
  • Step 5: Develop
  • Step 6: Implement
  • Step 7: Sign-Off
  • Step 8: Review
  • Summary

Chapter 12 : Four Phases of Building PS

  • Overview of Phases
  • Phase I- Implementation of Services
    • Value Proposition
    • Profitability Triangle Focus
    • Critical Skills
    • Required Operational Infrastructure
    • Target Mix
    • Revenue Growth Rate
    • Target Gross Margin
    • Target Operating Profit
  • Phase II- Integration Services
    • Value Proposition
    • Profitability Triangle Focus
    • Critical Skills
    • Required Operational Infrastructure
    • Target Mix
    • Revenue Growth Rate
    • Target Gross Margin
    • Target Operating Profit
  • Phase III- Consulting Services
    • Value Proposition
    • Profitability Triangle Focus
    • Critical Skills
    • Required Operational Infrastructure
    • Target Mix
    • Revenue Growth Rate
    • Target Gross Margin
    • Target Operating Profit
  • Phase IV- Productized Services
    • Value Proposition
    • Profitability Triangle Focus
    • Critical Skills
    • Required Operational Infrastructure
    • Target Mix
    • Revenue Growth Rate
    • Target Gross Margin
    • Target Operating Profit
  • Maturity Time Line
  • Services Phases Graph
  • Skipping a Phase
  • Stalling in a Phase
  • Services Market Landscape
    • Hewlett Packard: More than Just an Integrator?
    • Compaq: Buying Its Way Around the Wheel
    • Sun: Not Sure They Want In
    • EMC: Knows the Way to Go
  • Management Positioning

Chapter 13 : Unique Issues

  • Alignment
    • Vertical Alignment: Aligning Service Solutions and Capabilities
    • Horizontal Alignment: Aligning Service Departments
    • Aligning Skills
    • Overlap
  • Partner Conflict
  • Product Infrastructure Vs. Service Infrastructure
    • Internal Education and Promotion
  • Global Differences
  • Closing Comments

Chapter 14 : Summary of Key Concepts

  • The SAR Factor
  • Four Qualifying Questions
  • Ten Parameters for Running a Business
  • Key Levers of a Professional Services Business
  • Organization Structure, Metrics, and Compensation
  • Business Model and Objectives
  • Maturity Time Line
  • Unique Issues
  • Sirens’ Song

Appendix A – Evaluating Your Service Vendors

  • Tier I- Solutions and Capabilities
  • Tier II- Ability to Execute
  • Tier III- Strategic Fit

Appendix B – Key Financial Models

Appendix C – PS Business Review

  • Timing
  • Attendees
  • Agenda
  • Sample Review Packages

Appendix D – Sample Project Review
Project Review Executive Summary

  • 1.0 Project Overview
  • 2.0 Project Team
  • 3.0 Project Statistics
  • 3.1 Phase I: Detailed Design
  • 3.2 Phase II: Interpretation
  • 3.3 Phase III: Project Statistics Interpretation
  • 4.0 Repeatable Components
  • 5.0 Conclusions

Appendix E – Solution Portfolio Management

    • Solution Portfolio Graph
      • Solution Revenue
      • Solution Maturity
      • Solution Margin
    • Portfolio Ownership
      • Services Marketing
      • Services Engineering

Appendix F – Customer Request and Qualification Form

      • Request and Qualification Form
      • Customer Qualification Information
      Glossary
      Glossary Terms
      Selected Bibliography
      Index
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