Workshop Leaders   |   Registration Information

Workshop Overview

Many product companies struggle when they attempt to develop and deliver new services that move beyond their traditional break/fix business. Building a successful professional services business is particularly appealing in today’s market, but particularly difficult.

This workshop provides an intensive, hands-on program on the strategies and tactics necessary to incubate and grow a professional services business at a product-centric company. Bringing together senior executives from a range of hardware, software, and networking firms, the workshop will highlight the latest industry research, practical models and tools, and best practice examples that can provide an immediate boost to each participant’s services business.

The program will focus especially on three critical topics:

1. Measuring the Value of PS to the Company: This session will introduce a framework to gauge the metrics used in assessing a professional services organization. After this presentation, a panel of service managers will lead a roundtable discussion on the metrics and techniques used to communicate the value of the PS function.

2. Best Practices in Services Engineering: This session will explore the significant role the Services Engineering function in service profitability. Then, Convergys Inc. will present a case study on how they have incubated the Service Engineering capability over the past year. The session will also include a roundtable discussion led by several service engineering leaders.

3. Service Positioning: ITSMA will present data and best practices on effective positioning for professional services, and then provide a detailed case study for discussion. The goal of this session is to explore how companies can best deal with the critical challenge of differentiation.

The workshop is designed for senior executives from IT product companies charged with designing, developing, managing, marketing, and selling professional services.

The workshop includes an opening dinner on the evening of June 1, and an all-day program on June 2.

Building Professional Services is part of the Fisher College Executive Education Series. For more information on Fisher College and its Executive Education Program, visit http://fisher.osu.edu/index.html.

Workshop Benefits	[TOP OF PAGE]

Practical, Action-oriented Content: Workshop participants will leave the program with a wealth of data, analysis, frameworks, tools, and examples that can be put to use immediately to build and grow professional services in product-centric companies.

Executive Collaboration: Participants will share experiences and ideas with peer executives from leading hardware, software, and networking companies across the industry.

Academic Insight: Participants will further benefit from the latest research and thinking from senior academic researchers and business advisors on how best to address the complexities of the professional services challenge.

Workshop Leaders	[TOP OF PAGE]

Dr. David Greenberger: Chair of the Department of Management and Human Resources and Academic Director of Computing at the Fisher College of Business at Ohio State University. David has published extensively in journals and books on such topics as leadership, contingent workers, mentoring, and motivation. His most recent book, Human Resource Management in Virtual Organizations, was published in October 2002.

Mr. Thomas E. Lah: Management consultant and lead author of the book Building Professional Services: The Sirens’ Song. Thomas has held many roles in both IT and consulting over the past 16 years. He holds an MBA from the Fisher College of Business at Ohio State University.

Mr. Stephen Hurley: Vice President of Learning & Performance Excellence at ITSMA. As head of all training and consulting activities at ITSMA, Steve has helped numerous companies build and grow their professional services businesses. Prior to joining ITSMA, Steve served as a business practice leader with the consulting firm Arthur D. Little well as Director of Executive Education for the Arthur D. Little School of Management.

Registration	[TOP OF PAGE]

Event Date:	June 2 , 2005 (Pre-workshop dinner on June 1)
Registration Fee:	$2,500
	Fee includes: Workshop participation, materials, June 1 dinner and lodging, and June 2 breakfast, lunch, and post-workshop reception.
	This workshop is designed for senior executives from product companies.
Event Location:	Fisher College of Business The Ohio State University 2100 Neil Avenue Columbus, OH 43210-1144
Accommodations:	At Fisher College of Business

Satisfaction Guarantee
ITSMA guarantees your complete satisfaction with this event. If you are not satisfied, we will provide you with a full refund of your money or a credit toward another offering.

Please note: ITSMA reserves the right to make changes or substitutions to this event.

About ITSMA
ITSMA specializes in helping companies market and sell services and solutions. As a membership organization, we work with the world's leading technology, communications, and professional services firms to generate new business, strengthen customer loyalty, and increase brand differentiation. Through research, consulting, training, and community we provide the insight companies need to improve marketing impact, sales performance, and business results. ITSMA is based in Lexington, Massachusetts, and has offices in the United States, the United Kingdom, and Japan. Learn more at www.itsma.com.