ServiceLine White Papers

ServiceLine Educational Webinar Series

Strategy & Planning

The Professional Services Hourglass - The Changing PS Model
– Thomas E. Lah, Executive Director, TPSA
• Managing the Resource Pool for Just-in-Time Resourcing
  – Randy Mysliviec, President, RTM Consulting, LLC
• Managing the Demand Forecast for Just-in-Time Resourcing
  – Randy Mysliviec, President, RTM Consulting, LLC
• Killer Pricing – Based on the New PS Maturity Model Benchmark
  – Jeanne Urich, Services Management Consultant & Author
  and R. David Hofferberth, Managing Director, SPI Research & former Industry Analyst
• Geographic Diversity and Fragmented Teams - The New Professional Services Paradigm
  – Jeffrey M. Kaplan, Managing Director of THINKstrategies
• Recruiting, Developing, and Retaining Solution Architects – The Lifeblood of Technology Professional Services
  – Thomas E. Lah, Executive Director, TPSA
• Five Steps to Effective Resource Management
  – QuickArrow ServiceLine White Paper
• Earned Value Management - Not Just for Monster Projects
  – Kevin Bury, Vice President & COO, QuickArrow
• Professional Services Playoff: Five Critical Dimensions of Leadership and a Playbook For Applying Them
  – Jeanne Urich, Services Management Consultant & Author
• Two Mistakes Most Software Services Organizations Make Every Day
  – Thomas E. Lah, Executive Director, TPSA
• The Professional Services Business Model – Fighting the 40/20 Myth
  – Thomas E. Lah, Executive Director, TPSA
• Services Engineering
  – Thomas E. Lah, Executive Director, TPSA
• The Pricing Pentagon
  – Thomas E. Lah, Executive Director, TPSA
• The Positioning Pentagon
  – Thomas E. Lah, Executive Director, TPSA
• The Art of Setting Financial Objectives
  – Thomas E. Lah, Executive Director, TPSA
• The Professional Services Charter – Beyond Financial Targets
  – Thomas E. Lah, Executive Director, TPSA
• Five Steps to Predictable, Profitable Services
  – Thomas E. Lah, Executive Director, TPSA

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Operations & Analytics

• Fractions Are Your Friends – When It Comes To Resource Management, No Improvement Is Too Small
  – Kevin Bury, Vice President & COO, QuickArrow
• Driving Global Alignment in a PS Organization
  – Thomas E. Lah, TPSA Executive Director
• The New Services Maturity Model – A Roadmap For Achieving Services Excellence
  – Jeanne Urich, Services Management Consultant & Author
• Assessing Services Visibility – An Organizational Checklist
  – Kevin Bury, Vice President & COO, QuickArrow
• Killer KPI's for Professional Services
  – Jeanne Urich, Services Management Consultant & Author
• How the SaaS Movement is Transforming Professional Services
  – Jeffrey M. Kaplan, Managing Director of THINKstrategies
• 3 Things You Must Know In Order To Achieve Effective User Adoption With SaaS
  – Chris Dowse, Founder & CEO, Neochange
• PSA Business Value Calculator
  – QuickArrow ServiceLine White Paper
• Evaluating and Selecting a Complete PSA Solution for Billable Services Organizations
  – QuickArrow ServiceLine White Paper
• Metrics That Matter – Measuring the Professional Services Business
  – Thomas E. Lah, TPSA Executive Director
• The Evolution of Resource Management – Remaining Competitive In An Integrated World
  – QuickArrow ServiceLine White Paper
• Five Steps to the PS Forecast
  – Thomas E. Lah, TPSA Executive Director

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Marketing & Relationship Management

• The Real Economic Value of the Customer Experience
  – by Stephen R. Satterwhite, President, Entelligence LLC
• The Culture of Superior Customer Experiences
  – by Stephen R. Satterwhite, President, Entelligence LLC
• The Services Marketing Mix
  – Kathy Macchi, Thomas E. Lah
• The Relationship is the Customer
  – Charles H. Green
• This is Not the IT Consulting Business Any More – The Age of Marketing
  – Alan Weiss, Ph.D.

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Serviceline Educational Webinar Series

Killer KPI's for Professional Services- featuring Jeanne Urich

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Maximizing Visibility Into Services Operations: A Real World Case Study of Borland Software - featuring Thomas E. Lah

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Metrics That Matter - featuring Thomas E. Lah

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