1. Who is RightEdge?
2. What is Service
Delivery Management and why is it important?
3. Why is there
a need for Service Delivery Management?
4. What is an
enterprise "service?"
5. What are
the key benefits for enterprises?
6. What are
services for profit? And what are the key benefits for service
delivery providers?
7. What is
different about RightEdge's technology vision?
8. Why not
use traditional enterprise software systems or ERP systems
for this type of problem?
9. Why is
RightEdge better than other Service Delivery Management
solutions?
10. How
is RightEdge's software delivered?
1. Who
is RightEdge?
RightEdge is the leading provider of Service Delivery Management
solutions. RightEdge solutions enable enterprises as well
as service delivery providers to create, deliver and manage
any service by automating the entire service delivery process—from
actual service delivery to the assets and contracts associated
with that service. With RightEdge solutions, enterprises and
service delivery providers:
- Increase profits
- Improve service quality
- Reduce service costs
- Increase productivity
2. What
is Service Delivery Management and why is it important?
Service Delivery Management requires that enterprises and service
delivery providers take a strategic approach to services delivery—one
that is rigorously disciplined and heavily reliant on benchmarking
and best practices. True Service Delivery Management takes
a comprehensive approach to service delivery—including
service automation, asset management and contract management.
By automating the entire service delivery process, enterprises
can increase productivity by 40-50%, improve asset performance
by 20-30% and improve contract management performance by 25-30%.
3. Why
is there a need for Service Delivery Management?
Up to 50% of service delivery costs within an enterprise are
caused by inefficiency. These inefficiencies translate into
poor service delivery, decreased productivity and unnecessary
costs. For example, within enterprises the average employee
requests service—such as a new cell phone, an office
move or IT support-3-4 times each month. The cost of the average
service request is $115. For a company of 10,000 employees,
this translates into more than $48 million per year in service
costs, not including outsourced services. Just as procurement,
sales and customer relationship management processes have been
greatly enhanced by technology and process automation, service
delivery represents an untapped area for increasing productivity,
improving asset performance and improving contract performance.
4. What
is an enterprise "service"?
For an enterprise, a "service" is any business process or task
that helps to keep the employee base within an organization
working as productively as possible. That might mean getting
a new employee set up on company systems, provisioning a new
cell phone, moving a department from one building to another,
or responding to a request to fix a broken air conditioner.
These services are often delivered from internal sources such
as IT, Facilities, HR or other departments. They are also often
delivered via external service delivery organizations. Both
internal and external service delivery providers are ideal
candidates for Service Delivery Management solutions.
5. What
are the key benefits for enterprises?
Enterprises receive three major benefits from RightEdge's
Service Delivery Management solution.
- Increased productivity: Internal service
delivery providers, such as IT or facilities management
departments, as well as end-users of their services can
increase productivity by 40-50%.
- Improved asset performance: By avoiding lost assets,
improving asset recovery, utilizing asset purchasing and
improving asset leasing terms, enterprises can improve
asset performance by 20-30%.
- Improved contract performance: Companies
can improve contract performance by 25-30% by better enforcing
service level agreements, avoiding penalty costs and increasing
on-contract spend.
6. What
are services for profit? And what are the key benefits for
service delivery providers?
For companies who provide services for profit, revenues from
after-sales product installation, configuration, maintenance
and repairs are 30% or more of their total revenues-and the
proportion is increasing. In fact, according to McKinsey & Co.,
in some industries, the service market is four or five times
larger than the market for products. Service Delivery Management
gives service delivery providers one single solution to manage
the entire service life cycle, so they can improve and accelerate
service delivery while reducing costs. With a strategic Service
Delivery Management solution, service organizations can:
- Increase revenues through product up-sells, upgrades
and support services
- Achieve better visibility into additional customer needs
to be met
- Improve the quality of services delivered
- Ensure that Service Level Agreements are met
- Reduce the cost of service delivery
- Proactively manage customer relationships
7. What
is different about RightEdge's technology vision?
RightEdge's Service Delivery Management solutions are powerful
in their simplicity. The company's single driving vision for
technology is to provide enterprise software that mirrors customers'
business—rather than requiring customers to change their
business to mirror software. All RightEdge software solutions
are developed according to three simple principles:
- Be flexible
- Be associative
- Embrace reuse
8. Why
not use traditional enterprise software systems or ERP systems
for this type of problem?
The technology systems within most internal service delivery
organizations have been developed in silos and fail to properly
address the real requirements of service delivery. Traditional
point solutions typically address one process but are simply
not designed to handle the complexity of the service delivery
lifecycle—including service automation, asset management
and contract management. Likewise, ERP systems have grown capabilities
around service-related processes, like asset management and
contract management, but these applications were created around
single problems rather than constructed as one integrated service
solution. As such, they are limited in functionality and inflexible
to use.
9. Why
is RightEdge better than other Service Delivery Management
solutions?
Point solutions currently in use today cannot fully address
the challenges inherent in Service Delivery Management because
they are not designed for a holistic service process. Service
Delivery Management takes place within a complex ecosystem
made up of many different business units, technology suppliers
and outsourcers. These point solutions have sought to build
bridges between individual processes, but only RightEdge has
delivered a comprehensive solution that spans the entire spectrum
of service automation. By stitching together all of the essential
service elements: the people needing service, the locations
where service takes place, the assets required and the agreements
that govern service delivery. RightEdge can manage the entire
service delivery lifecycle.
10. How
is RightEdge's software delivered?
RightEdge provides customers with three deployment options:
- Installed: For customers that want to own and manage
the software.
- Hosted: For customers that prefer to own the software, while RightEdge
manages and configures the RightEdge applications in a dedicated server environment.
- Software as a Service (SaaS): For customers that prefer a "pay as you go" approach to software licensing.
RightEdge manages and configures the RightEdge applications within the RightEdge Service environment.
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