Psa Software
PRAISE FOR Professional Services Automation\ \ "SPO/PSA should be viewed by the market as a cost of doing business or, in other words, a competitive necessity for conducting business in the services economy." \ \ Ted Kempf, Principal Analyst, Gartner\ \ "The depth and breadth of coverage is extraordinary. Any professional or firm considering the implementation of PSA must stop here firstto make a PSA decision without consulting this book first would be foolish."\ \ Rick Freedman,...
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PRAISE FOR Professional Services Automation "SPO/PSA should be viewed by the market as a cost of doing business or, in other words, a competitive necessity for conducting business in the services economy." -Ted Kempf, Principal Analyst, Gartner "The depth and breadth of coverage is extraordinary. Any professional or firm considering the implementation of PSA must stop here first-to make a PSA decision without consulting this book first would be foolish." -Rick Freedman, author, The IT Consultant and The eConsultant "I have requested each and every department in my organization to look at their respective chapters for incredible insight and concrete solutions." -Jean Denis Talon, President and CEO, AXA "This is the reference book that you need to pick up and consider periodically as you plan, analyze, select, and roll out enterprise software." -Stuart Sackman, Vice President, ADP "This book is a perfect starting point for any organization wishing to improve their services delivery through the implementation of a PSA product. It provides a clear overview of all of the aspects to consider when evaluating PSA products as well as how to avoid the stumbling blocks to successful PSA implementation." -Michael Lines, PMP, Publisher, allPM.com-The Project Manager's Homepage "This guide addresses appropriately the subject of project management as an integral component of the PSA business environment-a sensible and pragmatic approach." -Lloyd Bartlett, P. Eng., MBA, PMP, Lecturer in Project Management, McGill University
ForewordPrefaceAcknowledgmentsPt. 1What Are PSA, SPO, ESM, SRM, ESA, and BPA?1Ch. 1Managing the Service Supply Chain3Ch. 2Streamlining Business Processes13Pt. 2Section A. Professional Services Automation Components45Ch. 3Opportunity Management49Ch. 4Resource Management59Ch. 5Project Management75Ch. 6Purchasing Workflows91Ch. 7Revenue and Cost Accounting107Ch. 8Timesheet Management119Ch. 9Labor Management133Ch. 10Expense Management143Ch. 11Invoicing155Ch. 12Request and Issue Tracking165Ch. 13Knowledge Management187Ch. 14Performance Analysis207Pt. 2Section B. Extended Components223Ch. 15Customer/Partner Relationship Management225Ch. 16Human Resource Management235Ch. 17Complete Enterprise Accounting251Pt. 3Selection and Implementation263Ch. 18Evaluating a Professional Services Automation Solution265Ch. 19A Best-of-Breed Approach267Ch. 20Technology Considerations271Ch. 21Integration301Ch. 22Implementation Strategy307Ch. 23Operations319Pt. 4The Future of Professional Services Automation335Conclusion339App. A: Other Sources of Information343App. BProfessional Services Automation Request for Proposal Template349App. CIn-House Software363App. DProfessional Services Automation and Enterprise Resource Planning373App. EEmerging Standards and Technologies385App. FPurchasing Options389Index395About the Authors401
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