member login  |  privacy policy  |  contact us
      Home  |  FAQ  |  Awards  |  Reports  |  Forum  |  Jobs  |  Consultants  |  Join  |  Order
   Inside
-Order
-Member login
-Other ASP reports
    ASPonline.com  >  Reports  >  Guide to Packaged Services
 

       Image



A Guide to Packaged Services
Publication date: 7/07



Lately, technology companies have been rolling out new “packaged services” at a rapid rate. Though vendors are still experimenting with implementation approaches, the basic elements are fairly standard—a fixed scope (usually focused on a single task), a fixed price, and a standardized methodology.

Of course, many traditional technology services—for instance, maintenance, warranties, and training—have always been sold in relatively standardized configurations. The more interesting trend, however, is that the packaged service model is now being used as a framework for portfolios of extended post-sale services. There is a growing industry consensus that customers are willing to spend money across the whole life cycle of product ownership, often in areas where they need strategic business expertise rather than traditional break-fix technical help. Packaged services look like a good way to grow services revenue rapidly.

So far, most packaged services offerings have been relatively small, at least compared to the big integration and deployment contracts that have traditionally dominated the industry’s professional services business. This seems to be a sensible approach: For the customer, buying a standardized “best practices” solution short-cuts the protracted cycle of proposals, bidding, and contract negotiations that can bog down customized deals, and also reduces the risk of failure. And for the vendor, the ability to deliver the same service over and over again tends to create efficiencies that can translate into exceptionally high margins. Smiles everywhere.

What does it take to create successful packaged services? We’ve been looking at this issue for several years, and recently we asked ASP members and friends to share some of the lessons they’ve learned about this new services model. This report provides an overview of important strategies and tactics for developing a portfolio of packaged services offerings.
  • Identifying a compelling need
  • Developing a services design template
  • Designing a structured delivery process
  • Sidebars: Examples and best practices


Copies of the survey are free to ASP members in the members-only area.

Join the ASP  |  ASP membership info