Service Delivery Innovation: Creating Client Value and Enhancing Profitability.

SAP Thought LeadershipSAP for Professional Services
SERVICE DELIVERY
INNOVATION
Creating Client Value and Enhancing Profitability
By Ross Dawson, CEO, Advanced Human Technologies, and Matthew Horenkamp, Industry Principal, Professional Services, SAP America Inc.Copyright 2007 SAP AG. All rights reserved. HTML, XML, XHTML and W3C are trademarks or registered © trademarks of W3C®, World Wide Web Consortium, No part of this publication may be reproduced or transmitted in Massachusetts Institute of Technology. any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed Java is a registered trademark of Sun Microsystems, Inc. without prior notice. JavaScript is a registered trademark of Sun Microsystems, Inc., Some software products marketed by SAP AG and its distributors used under license for technology invented and implemented contain proprietary software components of other software by Netscape. vendors. MaxDB is a trademark of MySQL AB, Sweden. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, and other SAP products and services IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, mentioned herein as well as their respective logos are trademarks MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, or registered trademarks of SAP AG in Germany and in several xSeries, zSeries, System i, System i5, System p, System p5, System x, other countries all over the world. All other product and System z, System z9, z/OS, AFP, Intelligent Miner, WebSphere, service names mentioned are the trademarks of their respective Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, POWER5+, companies. Data contained in this document serves informational OpenPower and PowerPC are trademarks or registered purposes only. National product specifications may vary.trademarks of IBM Corporation. These materials are subject to change without notice. These Adobe, the Adobe logo, Acrobat, PostScript, and Reader are materials are provided by SAP AG and its affiliated companies either trademarks or registered trademarks of Adobe Systems ("SAP Group") for informational purposes only, without Incorporated in the United States and/or other countries. representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. Oracle is a registered trademark of Oracle Corporation. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements UNIX, X/Open, OSF/1, and Motif are registered trademarks accompanying such products and services, if any. Nothing herein of the Open Group. should be construed as constituting an additional warranty.
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Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Driving Forces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Increasingly Sophisticated Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Intense Competition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Market Globalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Evolving Technology Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Emergence of Modularization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Convergence of Market Forces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Service Delivery Innovation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Resourcing and... [download for more]