Service Performance Insight Business Solutions for the Service Sector

PREFACE

CHAPTER 1: EXECUTIVE SUMMARY

CHAPTER 2: SURVEYOBJECTIVES

CHAPTER 3: PSA SOLUTIONS

PSA Defined

The Benefits of PSA

PSA Independent Software Vendors

What Does an Integrated Solution Look Like?

PSA Integration Points

The Information Management Components of PSA

PSA is Becoming Mission Critical

CHAPTER 4: DETAILED FINDINGS

Firm Demographics

Pain Points

Solution Requirements

Solution Selection

Organizations not using PSA

Organizations using PSA

Business Processes Changed

Benchmarks

Other Benefits

Satisfaction with PSA and the Vendor

Participant Interviews

CHAPTER 5: PSA RETURN ON INVESTMENT (ROI)

Inputs

Model

Variances

CHAPTER 6: CONCLUSIONS

APPENDICES

Appendix A: Author Profile

Appendix B: Related SPI Research

Appendix C: Survey Instrument

Appendix D: Independent Software Vendors

Appendix E: Acronyms Used in This Report

Figures

Figure 1: PSA’s Integration with Existing Enterprise Applications

Figure 2: PSA Integration with Business Mgmt. and External Comms.

Figure 3: Organization Size

Figure 4: Worker Locations

Figure 5: Professional Services Sub-Vertical Markets

Figure 6: Percent of Employees Billable

Figure 7: Annual Projects Worked on Per Consultant

Figure 8: Consultant Hourly Burdon

Figure 9: IT Budget as a Percent of Revenue

Figure 10: Engagement Fee Structure

Figure 11: Implementation Cost Breakdown

Figure 12: PSA Annual Cash Flow

Tables

Table 1: PSA Core Modules— Issues, Functionality, Metrics

Table 2: Applications Integrated with PSA

Table 3: Survey Respondent Demographics

Table 4: Breakdown of Organizational Costs

Table 5: Top 10 External Factors Affecting Organizational Success

Table 6: Top 10 Internal Factors Affecting Organizational Success

Table 7: Solution Module Need and Use

Table 8: Factors Considered When Purchasing a PSA Solution

Table 9: PSA ISVs Considered

Table 10: Enterprise Resource Planning ISVs Considered for PSA

Table 11: Project Portfolio Management ISVs Considered for PSA

Table 12: PSA’s Effect on Serving Other Organizations

Table 13: Reasons Why Organizations Have Not Purchased PSA

Table 14: Leading Reasons for PSA Purchase

Table 15: The importance of PSA in improving business processes

Table 16: Satisfaction Ratings with PSA

Table 17: Pre- and Post-PSA Deployment Benchmarks

Table 18: Other Benefits of deploying PSA

Table 19: PSA Vendor Satisfaction

Table 20: PSO Firm Statistics - Pre PSA Deployment

Table 21: PSA Deployment and Ongoing Costs

Table 22: PSA Benefits

Table 23: Enterprise Resource Planning ISVs

Table 24: Professional Services Automation (PSA) ISVs

Table 25: Project Portfolio Management (PPM) ISVs

Table 26: Lexicon of Acronyms and Abbreviations