TSIA Research Report Reveals Role of Technology in Driving a New Services Economy

November 25, 2009

(EMAILWIRE.COM, November 25, 2009 ) SAN DIEGO, Calif. The Technology Services Industry Association (TSIA), the services industry's largest and most vibrant association, has published a new report titled Creating a Converged Services Infrastructure: Enabling the Next Generation of Services Offerings. A key message of the report is based on TSIA president and CEO J.B. Wood's new book "Complexity Avalanche," a broad expos of the key business and technology trends driving the technology industry and its related service disciplines today.

The issues explored in the book serve as a rallying cry for the technology services industry: In order to meet the future demands of both enterprise and consumer customers amid the ever-increasing technology complexity curve, the three service disciplines of professional services, technical support, and field service operations must evolve and converge.

As "Complexity Avalanche" documents, there is a growing consumption gap between the incredible array of technology and features being introduced, and customers' ability to consume and leverage these capabilities for solid business benefit. The technology industry must make a shift toward identifying, measuring, and delivering valuenot productand professional services, technical support, and field services operations will be the teams responsible for this shift.

Such a revolutionary change will require equal parts people, process, and technology. The Converged Services report highlights the role of technology in driving a new services economy, discussing current trends in leading-edge technology in each of the service disciplines involved. The converged services infrastructurea framework around a shared technology infrastructure that TSIA is now introducing around the professional services, technical support, and field services disciplinesis also covered in detail.

Service executives need to understand where the technology requirements of the three service disciplines are converging, and evaluate and select technology that will enable all three groups to benefit from a shared technology infrastructure, said John Ragsdale, TSIA vice president of technology research. Not only will the cost savings from a converged deployment be immense, but this infrastructure will also help the three service disciplines collaborate, sharing resources and expertise, and play an enabling role in the creation of a converged services organization.

More information on the report can be obtained by e-mailing info@tsia.com. More information on "Complexity Avalanche" can be found at http://www.complexityavalanche.com.

About TSIA
The Technology Services Industry Association (TSIA) is the technology services industry's largest and most vibrant association, encompassing more than 50,000 members from 300 companies in 80 countries. TSIA is newly formed from the merger of AFSMI, SSPA, and TPSA, bringing together a rich heritage spanning more than three decades of servicing the needs of professionals across the full spectrum of technology services disciplines. Our ranks include services executives, managers, and professionals from around the globe. http://www.tsia.com.

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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com

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