TSE 2011 started with a networking lunch attended by all, providing time to renew existing relationships, form new acquaintances and meet with the Platinum, Gold and Silver level conference sponsors (Compuware, PRTM, Sykes, Citrix Online, ServiceSource and Axeda), whose offerings represent the latest products and services available today.
A full day of Plenary and Syndicate sessions followed, with presentations on the topics and trends of primary importance to the attending delegates.
Opening Plenary - Disruptive Forces in Technology Services: How to Plan For and Stay Ahead of Key Trends
Presented by Thomas Lah, Executive Director, TSIA
In his talk, Mr. Lah outlined three trends that are disrupting traditional service business models:
-Cloud computing
-Utility computing
-Shift in major markets
These trends are creating specific challenges that service organisations must take a leadership role in addressing. These challenges include:
-Optimizing financial performance of the service lines
-Shifting from “net new sales” to “monthly recurring revenue”
-Restructuring the partner ecosystem
-Shifting the services portfolio
Throughout his talk, Lah referenced the extensive industry datasets TSIA manages. The datasets are used to assess how service organizations can best address these challenges.
The thought-provoking session set the tone for the conference and served as a conversation starter with delegates throughout the rest of the day.
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